Precisely is looking for a leader to manage high impact escalation and support operations for IBM Sterling B2B Integrator and Sterling File Gateway products, ensuring swift resolution of critical customer issues and maintaining operational excellence across global support teams.
Requirements
- 10+ years in enterprise support or technical operations, especially with IBM Sterling B2Bi or equivalent platforms.
- Proven experience managing high-severity escalations and leading L3 support teams.
- Demonstrated expertise in incident management, ITIL frameworks, RCA, SLA enforcement, and escalation governance.
- Extensive agile software development experience
- Fundamental Java, Cloud Technologies, Kubernetes knowledge
- Demonstrated experience driving continuous process improvement
- Ability to troubleshoot the issues with the teams
Responsibilities
- Lead and mentor a global L3 support team handling critical escalations and complex technical issues.
- Hands on Application product Development experience in past with Java stack, understanding build, deploy and CI/CD process
- Oversee the full escalation lifecycle—from intake and triage to action planning, resolution, and closure.
- Maintain and optimize L3 workflows, standard operating procedures (SOPs), and global coverage maps, ensuring follow-the-sun support.
- Serve as the primary escalation liaison across customer, support, engineering, and leadership teams.
- Drive root-cause analysis (RCA) and lessons-learned cycles, championing continuous improvement.
- Develop and deliver support KPIs, dashboards, incident reports, and escalate to weekly operational reviews.
Other
- Exceptional stakeholder management and communication skills under pressure (both internal and external).
- Provide how many years of experience is required for this role – 10+ years
- Equivalent experience will be accepted in place of the education requirement.
- Engage proactively with customers to gather feedback and build trust during high-pressure escalations.
- Collaborate with product and engineering teams to triage defects and guide timely bug fixes or patches.
