Position Details
About this role
This role involves leading the mainframe software technical support team, managing escalations, and optimizing support processes to ensure high-quality customer service across global support operations.
Key Responsibilities
- Lead mainframe support team
- Manage escalations
- Improve support workflows
- Develop policies and procedures
- Mentor support staff
Technical Overview
The technical environment centers on mainframe systems, support case management tools, and operational support workflows. The candidate will oversee support team performance and process improvements.
Ideal Candidate
The ideal candidate is a senior support professional with extensive experience in mainframe software support and leading global technical support teams. They possess strong leadership, communication, and problem-solving skills, with a focus on operational efficiency and escalation management.
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 background, No support process optimization experience, No experience with escalation management
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