26WD94840

Position Overview:

The Enterprise Business Support and Operation Team is looking for an experienced manager to lead a key Business Application Systems Engineering (BASE) team. The Tech Manager of Business Application Support & Engineering will lead teams to support business applications, drive process and technology innovation, and ensure strong results in a fast-paced environment primarily in the Customer Success Domain.

Responsibilities

• Supervise, mentor, and train support SMEs, including remote staff and contractors.

• Responsibilities include preparing projects for operations, overseeing incident analysis, Stakeholder management, coordinating with development teams to resolve defects promptly, and maintaining a customer-first approach

• Manage enterprise applications to ensure high availability, reliability, and compliance with Autodesk policies.

• Collaborate with global teams to deploy, maintain, troubleshoot, and manage application systems.

• Work with stakeholders to maintain reliable system performance.

• Develop and implement monitoring, reporting, incident management, and resolution solutions.

• Evaluate and improve operational processes, metrics, manuals, and documentation.

• Track and enhance key performance indicators for resources and systems.

• Set annual objectives aligned with business, team, and personal growth goals.

• Build strong relationships with other Autodesk teams.

• Understand cross-platform processes and data impacts from technical changes.

• Maintain a customer-focused approach to identify root causes and business impacts.

• Demonstrate process management and improvement skills.

• Interact professionally with executives, managers, and experts.

• Contribute innovative ideas to improve customer and colleague experiences.

• Oversee end-to-end delivery of managed IT services, ensuring SLAs and client expectations are met.

• Develop strong vendor and service provider relationships.

• Ensure compliance with industry regulations and security standards.

• Implement effective security to protect client data and systems.

• Review and improve operational processes for efficiency and automation and apply best practices to streamline service delivery.

• Demonstrate problem-solving and leadership to empower the team.

Minimum Qualification

• Hire, coach, and mentor talent to build a strong cross-functional team.

• Collaborate with technical teams to implement strategies and standards across architecture, development, and product management.

• Contribute ideas that improve customer and employee experiences.

• Lead end-to-end IT service delivery, meeting SLAs and client expectations.

• Build and manage vendor relationships and handle contracts, track performance, and control costs.

• Work with technical teams to maximize performance, scalability, and security of the technology stack.

• Track new technologies and trends to foster innovation in managed services.

• Ensure operations comply with industry regulations and security standards.

• Apply solid security measures to protect client data and systems.

• Assess and enhance operational processes for efficiency and automation.

• Apply best practices and SOPs to optimize service delivery.

• Have good experience in Voice & Telephony and integrations associated with it

• Must have Experience in Salesforce with emphasis on Salesforce Support, Service Cloud Support, Analytic cloud Support and SFDC Integration Support.

​System Maintenance and Monitoring:

• Monitor the health and performance of our applications.

• Perform routine maintenance tasks, including data cleanup, configuration updates, and system optimizations.

• Proactively identify and address issues to minimize downtime and disruptions.

• User Support and Training:

• Serve as the primary point of contact for Customer Success related inquiries and issues.

• Provide timely and effective support to end-users, troubleshooting problems and resolving issues.

• Incident Management:

• Quickly address service issues and incidents to ensure client satisfaction.

• Escalate complex problems to relevant teams.

• Review incidents after resolution and apply preventive actions.

Preferred Qualification

• 8+ years of experience in a technical capacity; experience with CRM and Customer Success including Voice and Telephony

• 5+ years of experience overseeing teams greater than five members

• Strong communicator with the knowledge of how to navigate and speak the language of varying internal and external stakeholders

• Demonstrated passion for finding a solution to problems and driving innovation cross functionally

• High level of accountability; results-driven; self-motivated and experienced in achieving business goals & OKRs, especially in ambiguous scenarios

• Experience with Jira, Confluence, and ServiceNow for service management

• Hands-on experience troubleshooting full stack applications, web services, and microservices

• Experience overseeing multidisciplinary teams

• Project management, technical or business consulting experience

• Experience in data analysis to inform key business decisions and action plan

• 10+ years managing a widely distributed team

• 8+ Support or Engineering experience with SalesForce.Com specially in Support, Service cloud, CRM analytics and Integrations

• 5+ years AWS support or engineering experience

• 5+ years managing in Customer Success departments or Information Technology support for business applications

• Strong skills in budget development and oversight

• Excellent ability to delegate responsibilities while maintaining organizational control of branch operations and customer service

• Proficiency in conflict management and business negotiation processes

• Knowledge of business productivity software and an aptitude for learning new applications

• Lead, motivate, and support a large team within a time-sensitive and demanding environment, including career development plans for direct reports and problem resolution

• Manage data collection for the updating of metrics to achieve productivity targets, reduce cost per unit, eliminate errors, and deliver excellent customer service

• Partner with cross-functional teams to improve proprietary tools and systems

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About Autodesk

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Salary is one part of Autodesk’s competitive compensation package. Offers are based on the candidate’s experience and geographic location. In addition to base salaries, our compensation package may include annual cash bonuses, commissions for sales roles, stock grants, and a comprehensive benefits package.

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