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Global Support Manager APJ

Kuala Lumpur

Position Summary:


A management role in delivering quality technical customer support to Software AG customers and partners, in accordance with departmental goals and objectives for quality, response and resolution times, and customer satisfaction.  The Global Support Manager manages Global Support Consultants in achieving workload management and Support Incident resolution.  Represents product supportability and readiness needs for a product line and works with engineering counterparts in Research and Development (R&D) as an advocate of the customer’s interests for those products.


Essential Job Functions:


  • Management of daily activities of a defined team of Global Support Consultants.
  • Reviews workload for Global Support Consultants, including coaching, advice, consultation and collaboration to ensure issues are progressing in a professional and timely manner
  • Maintain proper level and coverage of technical and soft skills so as to ensure a high level of customer satisfaction with the Global Support Manager team’s services by identifying training requirements based on staff feedback and observation, arranging training sessions with the relevant development personnel, and assisting in or independently delivering internal training
  • Re-assigning of escalated issues that are particularly complex or high-priority to appropriate resources.
  • Specialization in a specific product line:
  • ensure consistently available depth of product line skills for Global Support Consultants and customer coverage
  • oversee & report on installation testing as these products move through the product release cycle
  • drive resolution issues with R&D during the product problem resolution cycle
  • define and report product supportability and readiness issues during the product life cycle
  • driving production of high quality knowledge for self-service and re-use by internal and external customers
  • Ensures and reviews technical diagnosis, investigation/problem reproduction and resolution of Support Incidents submitted by customers, consultants, and partners
  • Ensures regular and concise communication of case status to Support Incident contacts
  • Overseeing the creation and maintaining of product defect tickets with Research and Development on behalf of customer issues
  • Periodic Support Incident summaries and participation in conference calls for customers with high-priority issues
  • Attendance at regularly scheduled training events and “transfer-of-information” sessions with Research and Development
  • Attendance and participation at regular departmental meetings
  • Leading or contributing to development of Global Support processes and procedures to drive effectiveness and efficiency
  • Writing and/or reviewing technical articles and FAQs for customer self-service and re-use
  • Conducting personal research, learning, and experimentation in order to improve technical and soft skills on the relevant product line(s), related technologies and support processes/methods
  • Ownership and management of customer satisfaction for the Global Support Managers team, including performing root cause analysis and corrective action.
  • Comprehensive and current development plan in place for every employee.
  • Ensure appropriate team contributions to general knowledge pool (e.g. communications, Knowledge Base, training development and delivery, etc.).
  • Effectiveness of regularly scheduled 1-1’s and team meetings.
  • Effectiveness of informal and formal reviews of team members.
  • Provide effective personnel management including hiring, feedback, coaching, and development and rewarding, so as to maintain a high level of morale on the team.
  • And other duties as assigned


Supervisory responsibility Yes _X_or No __




  • Service business maturity.
  • General Software AG product knowledge, including basic functional understanding of all products in the assigned product line.
  • Project management experience (coordination of resources).
  • Awareness of application design and product development.
  • Trouble-shooting expertise.
  • Enterprise-level data processing industry awareness.
  • Awareness of, or expertise in, several vertical market areas.
  • Competitive awareness.
  • Understanding of management fundamentals.
  • Must possess a superior level of interpersonal and customer relations skills. Must be able to interact, present and negotiate at senior and executive management levels in both written and verbal communication.
  • Must be able to manage conflict and have excellent facilitation skills.
  • Must be able to work independently, with some direction by senior management as needed, while balancing multiple competing priorities.
  • Must be able to build and maintain trust and credibility with a wide range of people, technical and management, Software AG and customer


Minimum Position Requirements


  • Minimum of 10 years related work experience, with at least 2 years supervisory experience preferred
  • Experience with relevant technology which may include (some may be specific to a product line):
  • Demonstrated expertise with enterprise application integration (EAI), business process management (BPM) or services oriented architecture (SOA) technology
  • Distributed computing
  • Relational databases
  • Application programming (Assembler, COBOL, Natural, etc...)
  • Object-oriented programming (especially Java, but C++ experience also beneficial)
  • HTML, XML, Internet and electronic commerce technology
  • Familiarity with a variety of operating system fundamentals. Example Windows, UNIX, Linux, IBM Mainframe and OpenVMS.
  • Familiarity with several major corporate enterprise software suites and standards applicable to the product line (e.g. SAP, PeopleSoft, MQSeries, WebSphere, RosettaNet)
  • Strong customer focus
  • Superior written and verbal skills


Education and Experience


  • Bachelor’s Degree / Master in Computer Science or a related field or equivalent experience


















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