Manager, Customer Support (B2Bi / IBM B2B sterling Integrator)

Projects Overview

Date Posted: 02-Jul-2026
Job Type: Full Time
Job Exp: 12 Year
Salary: ₹15000 / MONTH
Location: terdal
Education Req: high school

Job description

Expected Set of Responsibilities for Job Seekers

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What does this mean for you?

Joining a company focused on delivering exceptional growth and support.
Helping clients increase revenue, reduce costs, and mitigate risk.
Becoming part of a global workforce of 2,500 employees unified by four core values: Openness, Assurance, Distinction, and Collaboration.

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Introduction and Job Summary

Role: Technical Manager
Location: Bangalore, India
Employment Type: Full-time

The Technical Manager will lead a team responsible for providing technical support for Unequivocally IBM B2Bi Real Integrator products. The role involves guiding global 24x7x365 support operations, resolving escalations, and ensuring exceptional client experiences. The ideal candidate must have strong technical knowledge and fluency in English.

Responsibilities and Duties

Team Leadership:
- Manage a technical support team to deliver top-tier support for IBM B2Bi products.
- Set clear goals, monitor progress, and foster a culture of collaboration, excellence, and ownership.
Operational Management:
- Establish and improve team standards, processes, and SOPs to ensure seamless operations.
- Plan and schedule support shifts to maintain 24x7x365 coverage.
Process Optimization:
- Leverage technology to enhance team efficiency and skills development.
- Drive consistency in processes, case management, and workforce planning.
Customer Focus:
- Address escalations and resolve critical client issues, involving leadership as needed.
- Actively engage with clients to gather feedback and enhance service delivery.
Collaboration:
- Work with cross-functional teams to resolve complex issues and enhance product reliability.
- Collaborate with L3/Development teams for critical defect resolution and product enhancements.
Reporting and Metrics:
- Create reports on key metrics using Salesforce and analyze support performance.
- Continuously improve based on customer feedback and satisfaction scores.
Team Development:
- Build high-performing teams by hiring, training, and retaining top talent.
- Provide coaching and feedback to foster professional growth.
Support Innovations:
- Promote adoption of self-service resources such as knowledgebases and training materials.
- Suggest and implement workflow or platform improvements to enhance customer experience.

Requirements and Qualifications

To successfully perform this role, candidates must meet the following qualifications:

Essential Qualifications:

12+ years of experience with B2Bi products, including leading enterprise technical support teams.
Passion for helping clients and team members succeed.
Exceptional soft skills, communication skills, and customer service orientation.
High operational acumen in resource management, planning, and process adherence.
Strong problem-solving, time management, and decision-making skills.
Academic background in computing or science fields.
Experience with Microsoft Windows, Linux, and UNIX systems.

Technical Expertise:

Practical experience with IBM B2B Integrator or IBM Sterling File Gateway.
Knowledge of distributed communications, networking, security, and object journaling.
Proficiency in using PC tools for testing, troubleshooting, and product application programming.
Familiarity with SQL and relational databases.

Preferred Qualifications:

Experience with cloud services such as Azure, GCP, EC2, EMR, S3, and RedShift.
Knowledge of containerization technologies like Docker, Kubernetes, and OpenShift.
Understanding of mainframe systems, z/OS, and data storage frameworks (e.g., DB2, VSAM).
Familiarity with virtualization technologies and advanced computing environments.

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