About Commvault
Commvault (NASDAQ: CVLT) is the gold standard in cyber resilience. The company empowers customers to uncover, take action, and rapidly recover from cyberattacks – keeping data safe and businesses resilient. The company’s unique AI-powered platform combines best-in-class data protection, exceptional data security, advanced data intelligence, and lightning-fast recovery across any workload or cloud at the lowest TCO. For over 25 years, more than 100,000 organizations and a vast partner ecosystem have relied on Commvault to reduce risks, improve governance, and do more with data.
JOB DESCRIPTION:
What you ’ll do:
- Lead & manage a team of 8-12 highly technical engineers, including Tier 1, Tier 2 & SME resources, fostering a culture of collaboration & excellence.
- Actively engaged in all stages of team employee lifecycle.
- Hire: Recruiting skilled engineers, ensuring a match with team dynamics & company culture.
- Inspire: Motivate & lead team to excel, fostering a positive, innovative, & collaborative work environment.
- Admire: Cultivate a culture of respect & appreciation, recognizing individual contributions & team achievements.
- Continuously monitor & evaluate team and individual performance, providing feedback & implementing strategies to drive improvement & achieve organizational goals.
- Oversee leave management & coverage coordination within the team and across Geographies to ensure uninterrupted service.
- Take ownership of key KPI’s including Customer Satisfaction (CSAT), Very Satisfied (VSAT) ratings, Initial Response SLA, Time-to-Resolution (TTR), & managing calls closed within 24 hours/5 days.
- Manage & coordinate technical outcomes for critical customer escalations, managing all stakeholders.
- This will include Customer operations teams and leadership, Commvault Sales teams, Engineering, field teams your technical resources and global team members.
- Conduct weekly reviews of aged incidents & incident backlog, working closely with the team to drive closure.
- Develop & implement strategies to gain traction on aged calls & reduce incident backlogs.
- Contribute to & ensure delivery against both team & Individual Development Plans.
- Oversee escalation processes to maintain a high standard of submissions thru to the Engineering team.
- Provide coaching & mentoring to team members, offering technical guidance as needed and be a facilitator for Career Development of Team members.
- Ensure your team contributes significantly to the creation of high-value knowledge base & solution articles.
- Collaborate with Global Peers for seamless Support Delivery in terms of Time zone Coverages and Transactional Handoffs
Who you are:
- Overall experience of 10+ years, along with 2+ years of manager experience, preferable in technical support at Enterprise level.
- Demonstrated ability to track & manage KPI’s such as Customer Satisfaction Scores, Resolution Times, & Service Level Agreements, using these metrics to drive continuous improvement.
- A Data Driven approach to Decision Making in driving Team and Operations
- Ability to thrive in a dynamic setting, quickly adapting to changing priorities & maintaining composure & effectiveness under pressure.
- A solid foundation in relevant technologies with a commitment to staying informed about industry trends & emerging tools, ensuring the team's skills remain cutting-edge.
- Knowledge of Commvault Product Portfolio or any other Data Protection Solution will be desirable.
- Proven experience in fostering a collaborative team environment, facilitating open communication & promoting teamwork to achieve common goals.
- Skilled in handling conflicts & managing escalated customer issues, finding solutions that satisfy customers while aligning with company policies & objectives.
- Demonstrated expertise in guiding & nurturing team members, enhancing their skills & career development through personalized mentoring & effective coaching strategies.
- Ability to think critically & laterally for effective problem-solving.
- Excellent communication skills, both verbal & written.
- Willingness to work in a 24/7 model as per Business Requirements
We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
Ready to #makeyourmark at Commvault? Apply now!
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Commvault is an equal opportunity workplace and is an affirmative action employer. We are always committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status and we will not discriminate against on the basis of such characteristics or any other status protected by the laws or regulations in the locations where we work.
Commvault’s goal is to make interviewing inclusive and accessible to all candidates and employees. If you have a disability or special need that requires accommodation to participate in the interview process or apply for a position at Commvault, please email accommodations@commvault.com For any inquiries not related to an accommodation please reach out to wwrecruitingteam@commvault.com.
