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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading technical support teams, with a focus on mainframe infrastructure and operations. Proven ability to enhance customer satisfaction through effective communication, coaching, and continuous improvement initiatives.
Highest-signal resume keywords
Mainframe Technical Support LeadershipCustomer Satisfaction MonitoringTeam Coaching and MentoringTechnical Support Strategy PlanningCommunication and Presentation Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Mainframe Infrastructure Software SupportSecurity and Compliance ExpertiseDevOps KnowledgeDatabase ManagementWorkload AutomationMonitoring and PerformanceOutput ManagementStorage Management
Soft Skills
TeamworkCollaborationReliabilityLeadership
Certifications & Qualifications
Technical and Professional Certifications
Industry Keywords
Customer SupportCase QualityKnowledge ManagementContinuous ImprovementSupport Campaigns
About the role
Key responsibilities & impact- Lead, coach, and mentor teams of Technical Support Engineers
- Set expectations for case quality, responsiveness, and technical content
- Provide coaching and performance reviews; monitor customer satisfaction, productivity, timeliness, case hygiene, and knowledge-management metrics
- Review cases and provide recommendations on case communications, summaries, and resolutions
- Ensure timely, high-quality resolution of complex customer incidents
- Serve as management-level point of contact for critical or highly visible customer issues
- Convene internal teams, set timelines, and provide status updates to customers, executives, and account teams
- Participate in the weekend Manager on Duty rotation for Severity 1 cases
- Deliver proactive customer solutions through Support Campaigns and Expert Change Planning
- Collaborate with R&D on customer issues, requirements definition, and internal testing
- Prepare Support Insights with Technical Consulting, Education, and Mainframe Business Specialists
- Provide feedback to Product Management and R&D based on case trends, defects, adoption, and usability challenges
- Assist with product adoption, renewals, and expanded-use opportunities
- Champion continuous-improvement initiatives across support processes and tools, including approved AI products
- Oversee creation, review, de-duplication, and retirement of product knowledge artifacts
- Participate in technical-support strategy and planning, including headcount, training roadmaps, global coverage, and annual projects
- Provide business-review and operational-update inputs to senior leadership
- Partner with HR to attract, select, and onboard Technical Support talent
Requirements
What you’ll need- Proven experience leading mainframe technical support or operations teams; 15 or more direct reports are typical for Broadcom Support Managers
- Domain and product expertise in areas such as security and compliance, DevOps, databases, workload automation, monitoring and performance, output management, or storage management
- Strong written and verbal communication skills, including facilitating meetings and preparing and delivering presentations
- Teamwork, collaboration, reliability, and proven leadership competencies
- Bachelor's Degree or global equivalent in Computer Science or a related technical discipline
- Technical and professional certifications as applicable to support management
- 20+ years of management and staff experience in a related area such as mainframe infrastructure software support or mainframe infrastructure operations
- Legal right to work in the US
Benefits
Comp & perks- Discretionary annual bonus
- Competitive new hire equity grant
- Annual equity awards
- Medical, dental and vision plans
- 401(K) participation including company matching
- Employee Stock Purchase Program (ESPP)
- Employee Assistance Program (EAP)
- Company paid holidays
- Paid sick leave
- Vacation time
- Paid Family Leave and other leaves of absence in accordance with applicable laws