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Technical Cloud Support Product Manager

SKU 482 Categories ,
Location

Hyderabad

Technical area

YoE

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Description

Our Company

Teradata (NYSE: TDC) is the leading multi-cloud data platform company for enterprise analytics, transforming how businesses work and people live through the power of data.

At Teradata, we are leading the data era. As enterprises address today’s digital economy, they are faced with new competition and consumer expectations and are turning to data to power their future. Teradata has worked with the largest companies in the world for 40+ years, bringing our experience and expertise to support global enterprises with their most demanding, mission-critical, complex, and large-scale data needs. Teradata is recognized as a leader in the cloud, data, and analytics spaces by top analyst firms, Gartner and Forrester, and Fortune Magazine as well.

Our connected multi-cloud data platform for enterprise analytics, Teradata Vantage™, is an extremely scalable, secure, and resilient offering that simplifies ecosystems by connecting data and making it easier to uncover insights from across the organization…regardless of where that data resides. With Vantage, we enable companies to modernize their data management, from start to scale. Every day, millions of users benefit from our open data platform. Empowering customers and partners to develop and build how they like, we enable hundreds of business outcomes and solutions, including improving customer experience and profitability, driving operational efficiency, realizing financial transformation, or achieving operational efficiency.

As the world of data grows, we are the leader in enabling the future of connected businesses, powered by data intelligence. We are committed to delivering on this vision by following sustainable business practices and with a strong focus on diversity, equity, and inclusion. We believe that only by embracing diversity of identity, thought, background, expression, and perspective can we solve today’s challenges and reimagine tomorrow’s world.

Technical Cloud Support Product Manager

Job Description:

Teradata is seeking an experienced Technical Support Product Manager for Cloud. The successful candidate will team up with our Strategic Cloud SPM and other SPMs responsible for other technology areas to drive Cloud supportability features and customer support practices and will understand the Teradata Vantage and its eco-system components and associated tools.

This role requires Technical Product Support Planning and/or Product Management experience in enterprise analytical ecosystem and demonstrated abilities of data-driven problem-solving, business acumen, effective collaboration with multiple teams.

Roles, Responsibilities, and Deliverables

Technology: Quickly learn and understand technologies as developed and released by Engineering teams

Supportability:

Liaison to provide input to Teradata tiered services portfolio and offerings

Define and drive product supportability requirements in the product roadmap

Provide thought leadership on improving product deployment and shift to early detection, predictive, and preventative i.e. installation, upgrade, migration, and backdown

Represent and align CS stakeholders in the product release process

Develop product support plan in concert with market, competitive, and technology/customer trends including a supportability risk assessment with releases.

Quality:

First-hand knowledge of installed base customer experience through incident analysis and quality data analysis

Leads prioritization of quality issues in the product roadmap through backlog alignments

Review and approve quality and user acceptance test plans for releases

Support Practices:

Identify and evolve product support documentation requirements and ensure successful knowledge transfers

Identify and evolve support practices specific to your product

Identify and drive requirements for diagnostic tools

Provide thought leadership to leverage greater service analytics and automation to shift to early detection, proactive avoidance (predictive), and preventative maintenance.

Telemetry: Define and evolve IoT and backend requirements for break/fix and performance issue detection and automated diagnostics and resolution

Analytics:

Define, monitor, and evolve analytics and KPIs to drive continuous improvement in incident resolution velocity, quality, support costs, and supportability requirements

Identify proactive and prescriptive support opportunities

Qualifications

BS/MS or equivalent experience required

8+ years of experience in Enterprise Software Product Management, Product Support Planning, Customer Support, and/or Program Management; Experience with Cloud is strongly preferred

Proven ability to understand and solve complex business problems, leveraging your analytical skills and ability to dive deep to create effective plans and tactical countermeasures

Ability to effectively share technical knowledge

Effective verbal and written communication skills. Comfortable with both business and technical discussions

Experience in building trusting relationships and leading through emotional intelligence

Ability to organize and lead teams who do not report to you

Strong desire to take ownership and deliver customer-first solutions

Agile/Scrum development experience

Experience analyzing data and identifying actionable insights

Closed Loop/Corrective Action experience

Capability to learn Cloud platforms and how Teradata technology operates in the cloud

Ideal candidate will have the breadth and depth with Teradata solutions

Work Environment

Requires working outside of normal office hours

Global organization

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