Position Details
About this role
This leadership role involves managing the global mainframe software support team, ensuring high-quality technical assistance, and optimizing support processes to enhance customer satisfaction.
Key Responsibilities
- Lead mainframe support team
- Manage escalations
- Improve support workflows
- Mentor support staff
- Ensure high customer satisfaction
Technical Overview
Focus on mainframe software support, customer escalation management, support case workflows, and team leadership, with tools for documentation and metrics tracking.
Ideal Candidate
The ideal candidate is a senior technical support professional with extensive experience supporting mainframe and enterprise software systems. They possess strong leadership skills and are capable of managing escalations and support processes effectively.
Must-Have Skills
Nice-to-Have Skills
Tools & Platforms
Required Skills
Hard Skills
Soft Skills
Industry & Role
Keywords for Your Resume
Deal Breakers
Lack of mainframe support experience, No leadership or team management experience, Inability to handle escalated support issues
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