Director - Mainframe Software Technical Support

* Ensure prompt and proper management of escalated product issues.
* Review workload/skill requirements for the global team.
* Measure team performance against goals and present to leadership during operational reviews.
* Frequently interact with functional peers to address issues and improve business operations.
* Ensure professional development of the team.
* Perform goal setting and performance management, including measurement and appraisal of managers, as well as career progressions of engineers and promotions for managers.
* Oversee daily support operations, including case management workflow, performance metrics and service levels to meet organizational goals.
* Develop and implement policies, procedures, and initiatives to improve efficiency, productivity, and service quality.
* Supervise, mentor, and evaluate managers, fostering a high-performance culture.
* Manage departmental budgets, facility resources, and project timelines to ensure fiscal responsibility.
* Coordinate with other departments (e.g., Marketing, Sales, R&D, Education) to align support functions with overall company objectives.
* Maintain relationships with partners (e.g. Aggregators) and customers to support business operations.
* Develop and execute the vision for the Support organization, ensuring alignment with division goals and product complexity.
* Improve workflows, escalation paths, and self-service knowledge management (AI/documentation) to enhance efficiency.
* Lead, mentor, and hire support managers and staff, conducting performance reviews and managing team goals.
* Act as a senior point of contact for high-impact, critical, or complex customer issues.
* Collaborate with engineering and product teams to share customer insights, reducing friction and improving product quality.
* Lead the global team to meet the key technical support objectives via excellence in Case Management.
* Develop and implement technical support strategies, lead the global technical support team, and ensure the technical support efforts align with the company’s overall business objectives while meeting customer requirements.
* Collaborate with R&D, product management, marketing, sales, regional and product support managers.
* Mentor and develop the global technical support management team.
* Make global hiring, termination, and compensation decisions.
* Make global decisions and implement policies/procedures aligned with the technical support functional business area.
* Analyze and challenge current working methods to create improvements in processes and results.
* Resolve complex problems based on data analysis, personal knowledge and team input.
* Apply the latest technical support/company tools, principles, theories, procedures, and concepts.
* Lead and/or contribute to projects that have an impact on the company’s future direction.
* Use Rewards and Recognition Programs to keep employees engaged, motivated and satisfied.
* Perform resource management by collaborating with HR and recruiting agencies, interviewing and assessing suitable candidates to hire appropriately qualified personnel.
* Perform goal setting and performance management, including measurement and appraisal of employees, as well as career progression recommendations.
* Encourage employees to take ownership of their personal career planning and empower their independence and decision making.
* Excellent written and oral communication skills; excellent presentation and public speaking skills, crisis management skills.
* Self-motivated and able to effectively manage activities with minimal supervision.
* Ability to collaborate across the organization to solve problems.
* Strong coaching and mentoring skills.
* Demonstrate the use of interpersonal and social skills in individual and group settings, including:  + Actively listening to what other people are saying.  + Verbally communicating fluently and confidently with subordinates, peers and senior-level management.  + Presenting written communication in appropriate formats with good grammar and punctuation.  + Instructing, coaching and mentoring to improve performance and employee development.  + Networking to proactively establish a variety of…