MSD Support Manager

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Job Description:

Mainframe Software, Senior Technical Support Manager Overview This  position is responsible for leading teams that deliver world-class support for mainframe software products to ensure that our customers achieve their desired business outcomes on time with minimal disruption. The Senior Technical Support Manager fosters a high-performance customer-first culture grounded in empathy, dedication, knowledge, and skills.

Key Responsibilities Lead, coach, and mentor teams of Technical Support Engineers setting clear expectations for casequality, responsiveness, and technical content. Provide frequent coaching and periodic performance reviews for individual employees. Monitor and manage metrics associated with customer satisfaction, productivity, timeliness, case hygiene,and knowledge management. Perform case reviews to provide specific recommendations regarding the items noted above plus case communications (e.g. comments, summaries, and resolutions).

Ensure timely, high‑quality resolution of complex customer incidents. Act as the management‑level point of contact for critical or highly visible customer issues, ensuringtransparent and frequent communication with the customer. Convene internal teams, settimelines, and provide regular status updates to customers, executives, and account teams. Participate in the weekend Manager on Duty rotation to ensure Severity 1 cases receive timely and appropriate responses.

Provide customer value beyond traditional case solving by delivering proactive solutions through

Support Campaigns and Expert Change Planning. Stay current with mainframe best practices and translate these into actionable guidance for customers. Work closely with R&D on specific customer issues to assess alternatives and solution progresswhile providing the voice of the customer throughout. Also work with R&D on requirements definition and internal testing for new product capabilities. Prepare Support Insights in collaboration with Technical Consulting, Education, and Mainframe Business Specialists for periodic Value Stream Leadership reviews.

Provide structured feedback to Product Management and R&D based on case trends, defects, and adoption and usabilitychallenges. Assist in product adoption, renewals, and expanded use opportunities. Champion continuous improvement initiatives across processes and tools to increase the efficiency and effectiveness of support delivery in areas including case management, testing, and product support insights. Utilize approved AI products to enable and accelerate these efforts.

Oversee the quality and lifecycle of knowledge artifacts associated with specific products: ensurecreation, review, de‑duplication, and retirement of technical knowledge for internal and externalusers. Participate in strategy and planning for technical support. This includes headcount, skills and product training roadmap, global coverage model, and annual projects. Also provide inputs for business reviews and operational updates to senior leadership that highlight achievements, risks,and investment areas for mainframe support.

Partner with HR to attract, select, and onboard Technical Support talent..Skills & Competencies X to Y years (or “Proven experience”) leading mainframe technical support or operations teams.
15 or more direct reports are typical for Broadcom Support Managers. Domain and product expertise as aligned to specific teams, e.g. security and compliance,devops, databases, workload automation, monitoring and performance, output…