CA Technologies Director, CA Support in Sao Paulo, Brazil

Do you want to help eliminate barriers between ideas and business outcomes? We want you to bring your unique experiences and creative ideas to the table. CA Technologies provides software and solutions that help our customers to develop, manage, and secure complex IT environments to increase productivity and enhance competitiveness in their businesses. It’s our aim to encourage global collaboration and results-oriented innovation, while supporting and developing our talented people and our communities. CA Technologies will empower you to drive authentic success, for both the business and yourself in the application economy.

  • Director, CA Support

Location: São Paulo/Brasil*

  • Your future starts here!*

This position is responsible for leading and guiding a department comprising of managers with teams of employees and/or individual contributors within a functional area or project team. Has responsibility for results, including costs, methods and staffing of the department; to meet business objectives, drive quality and improve customer satisfaction.

  • Consideramos também candidatos PcD’s para todas as nossas posições (/for all our positions we also include “PCD” candidates/).*

  • About CA:*

CA Technologies is a Fortune 1000 company with a startup mentality – and we’re searching for incredible, bright talent to dominate in the marketplace. Sure, CA has been a leading software company for nearly four decades, with a global customer base that includes the majority of the Fortune 2000 - but what excites us today is the opportunity to redefine the future of our industry in the age of the cloud, mobile, social and big data. We have a daring vision and a powerful, expanding solution set that helps the world’s most successful companies realize their boldest objectives. For more information, visit www.CA.com/innovation.

  • Key Responsibilities:*

  • This position will be in charge for Support Delivery and Escalations for LATAM

  • Support Delivery Managers and Escalation Managers will report to this position.

  • This position manage critical Escalations or Support Delivery topics that may require interactions with C-Level from CA and customers, so the ability to navigate among diverse audience is important (managers, technicians, senior managers)

  • Position requires disposition to get engaged directly with execution of critical escalations, interacting with customers, sales executives, project managers and presales to pursue the solution.

  • Provide direction to managers to meet schedules, business objectives and resolve challenges. Work collaboratively with team members to select methods and techniques for obtaining or recommending solutions.

  • Drive the performance of multiple teams by demonstrating leadership; encourage teamwork, coaching and mentor relationships for performance improvement.

  • Will require strong collaboration directly with Partners when there is no CA Professional Services involved

  • Devise innovative methods to improve functional area quality and customer satisfaction.

  • Assume responsibility for all critical situations in a designated product group.

  • Lead the remediation of high profile, critical or time-sensitive escalations and troubled account situations.

  • Devise remediation plans and lead virtual cross-functional teams from applicable CA Departments to facilitate quick and successful remediation.

  • Engage with customers and the business to address aspects of operational deployment that impacts customer success; propose solutions and coordinate resources to deploy appropriate CA software.

  • Experience in the techniques of problem solving and decision making to resolve difficult situations.

  • Mentor and inspire motivation to achieve success, and give recognition for results.

  • Drive the development and use of the Escalation process.

  • Demonstrate advanced knowledge of the processes and tools used to manage escalations.

  • Lead initiatives to promote the correct use of processes and tools within an allocated sales area.

  • Devise innovative ways to create or enhance processes and tools that improve escalation management.

  • Ability to create, maintain and present on a plan of activity for the client escalation both internally and externally (Dates, owners and next steps)

  • Take responsibility for the functional area training needs and ensures appropriate training opportunities are sourced and authorized.

  • Graduation in Computer Science or equivalent is important to understand complex problems and collaborate with specialists, managers and product managers to orchestrate an action plan.

  • Languages: Fluency in English / Fluency in Spanish (Native Portuguese)

  • Skills & Competencies*

  • Have a proven ability to work in a variety of high pressure situations producing favorable outcomes.

  • Demonstrate creative problem solving and decision making to address complicated business problems.

  • Have an ability to manage and motivate employees to execute against targets.

  • Analysis and communication of how the organization and an employee's own team is performing relative to strategic business objectives.

  • Accomplished in applying leadership skills to a variety of team, department and business situations, including:

o Personal & professional ethics.

o Cross cultural awareness.

o Organizing, researching & planning.

o Change management.

  • Competent in budgetary and resource management with a successful track record.

  • Skilled in research and planning, with the ability to conceptualize solutions to meet

  • Ability to recognize critical or time-sensitive business impact for both customers and CA with a talent for quickly assessing situations, as well as initiating and driving the appropriate remedial action.

  • Accomplished in creative problem-solving and decision-making skills to facilitate remediation in a variety of challenging circumstances.

  • Excellent communication, executive presence, collaboration, presentation, written and interpersonal skills.

  • Excellent networking skills with the ability to demonstrate influential leadership for virtual collaborative teams cross-functionally throughout CA to achieve customer objectives.

  • Excellent time-management skills with ability to effectively prioritize critical and time-sensitive situations.

  • Demonstrate strong quantitative analysis of operational data to make fact based decisions that improve the business and affect positive change.

  • Highly detail-oriented with the aptitude to develop and build plans or processes to mitigate escalations.

  • Work Experience*

Typically, 10 years of experience in Technical Support including 5-7 years of management experience some on-site customer experience and significant understanding of industry concepts and practices.

  • Business Travel*

Business travel of approximately 30 or less percent yearly is expected for this position.

  • A Great CA Employee:*

  • Takes smart risks

  • Exhibits courage

  • Is a “driver”

  • Embraces diversity

  • Communicates openly

  • Doesn’t take themselves too seriously

  • Likes to laugh

  • Loves a good challenge

  • Is resilient when faced with setbacks

  • Teams well with others

  • Insists on quality results

  • Is forward-thinking

  • Adapts easily to change

  • Solves problems creatively

If you want to fulfill your potential, be acknowledged for your achievements, and be given autonomy to make decisions for your business and customers; if you want to work with a company that respects you as an individual - recognizing both your needs at work and your responsibilities outside of it - then CA Technologies is where you belong. At CA Technologies your passion and expertise can directly impact the business and you’ll help offer our customers practical approaches to delivering new, innovative services and value through IT.

Learn more about CA Technologies and this opportunity now at http://ca.com/careers

/ Note to Recruiters and Placement Agencies: We do not accept unsolicited agency resumes. Please do not forward unsolicited agency resumes to our website or to any of our employee. We will not pay fees to any third party agency or firm and will not be responsible for any agency fees associated with unsolicited resumes. Unsolicited resumes received will be considered our property and will be processed accordingly./