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Sr. Cloud Technical Support Manager

Req ID: J2322849-IL

  • Location
    Austin, Texas, United States of America
  • Category Engineering
  • Posted Thursday, July 7, 2022
  • Type Full time
  • Job Type Permanent Employee

Job Description

JOB SUMMARY

Jabil is a product solutions company providing comprehensive design, manufacturing, supply chain and product management services. Operating from over 100 facilities in 29 countries, Jabil delivers innovative, integrated, and tailored solutions to customers across a broad range of industries and end-markets, such as automotive, consumer lifestyle and wearable tech, defense, and aerospace, connected home and building, industrial and energy, enterprise and infrastructure, healthcare, mobility, packaging, and printing.

Jabil is seeking a Senior Engineer Services Manager who will directly contribute to the transformative growth within our Cloud and Enterprise Infrastructure division by leading our Jabil Cloud Remote Technical Support team reporting to the Cloud Services Director. The ability to work across cultural boundaries and to collaborate with other teams are key skills required for this role. The position requires managing a 24/7 operation and will require someone who is pro-active and communicates effectively.

The ideal candidate will be a proven team leader and capable professional with a history of collaborating with clients to triage issues, determine solutions, and ensuring an overall excellent customer experience. Must have the ability to manage and drive a team of professionals troubleshooting various severity level data center infrastructure related problems and expertise in implementing solutions to resolve these hardware anomalies.

You will also be responsible for interfacing with customers, 3rd-party contractors, and Jabil product engineering teams, as well as sales, marketing, and CTO, to ensure your deliverables meet the optimal responsiveness expected by our customers.  The expectation for this position is to drive excellence in operations, as well as Should possess good presentation and influencing capabilities.

ESSENTIAL DUTIES & RESPONSIBILITIES

Provide overall technical support management, including:

  • Case load assignment, escalations, and requests for assistance for engineering support

  • Lead and train Level 1 thru 4 Support Technicians and/or 3rd-Party contractors

  • Set up simulated environments to reproduce issues and test potential workarounds

  • Log product defects for submittal to Engineering for product upgrade/integration

  • Development of Process improvements and policy guidelines

  • Write and/or review technical documents (User guides, knowledge articles, Support Plans, Technical Advisory Bulletins/Product Change Notices, etc.) for internal and client consumption

  • Participate in cross-functional and team projects, as required

  • Provide regular reporting to management & engineering

  • Adhere to all safety and health rules and regulations associated with this position and as directed by supervisor

  • Comply and follow all procedures within the company security policy

  • May perform other duties and responsibilities as assigned

MANAGEMENT & SUPERVISORY RESPONSIBILITIES

  • Typically reports to Management.  Direct supervisor job title(s) typically include: Director of Business Solutions and Services Director.

  • Job is not directly responsible for managing other employees at this time (e.g., hiring/termination and/or pay decisions, performance management), although job does require supervision of 3rd-party contractors.

JOB QUALIFICATIONS

EDUCATION, KNOWLEDGE & EXPERIENCE REQUIREMENTS

  • Bachelor’s degree in CS, CE, EE or related fields.

  • Master's degree preferred. CS, CE, EE, or MBA

  • Or a combination of education, experience and/or training

  • Overall 8+ years of experience in advanced technical positions (technical support, development, solution engineering, solution architect) working with data center compute, storage, and networking infrastructure environments, including previous management and/or supervisory experience.

  • Experience with ticketing system and technical support processes for case handling

  • Experience in a research and development and/or manufacturing environment and/or laboratory experience a plus

Accessibility Accommodation

If you are a qualified individual with a disability, you have the right to request a reasonable accommodation if you are unable or limited in your ability to use or access Jabil.com/Careers site as a result of your disability. You can request a reasonable accommodation by sending an e-mail to Always_Accessible@Jabil.com or by calling 1.727.803.7515 with the nature of your request and contact information. Please do not direct any other general employment related questions to this e-mail or phone number. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this e-mail address and/or phone number.

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