Mega Major Systems Support Manager is responsible from all technical issues resolution, escalation as well as site planning, proactive work and Change Controls for his site. Systems Support Manager (SSM) will be working very closely with the customer, TD CS sales as well as the account team members.
SSM will coordinate all aspects of service delivery issues for the site with the local and regional support teams. During the day to day operations SSM would be spending large amount of time on the customer site and stay close to the customer’s IT operations. SSM will drive all priority 1 incidents and hot issues for his site and work after hours and weekends as required.
SSM will be specializing in high availability issues and requirements. Driving his site to become more stable and take the full advantage of what Teradata Product could offer in this space
Leadership is one of the crucial skills that are needed as SSM is required to mentor and manage all local CSRs who might be involved with the Mage Major Site support from time to time during the high priority issues and Change Controls.
As this is a hands on position SSM is required to be very proficient with Teradata product and CS maintenance procedures so that could carry out of field CS actions for his systems.
This is a customer facing role and would require some travel with in the territory.
This role is expected to demonstrate outstanding performance in following area through delivery of below responsibility and tasks.
Become Trusted Adviser on Teradata System in Customer IT GM’s eye.
Discover and Cultivate Potential Revenue Opportunity, including but not limited to, Expansion, Upgrades and Discrete Support Services.
Strong Leadership and Act as Primary Coordinator for all TD support activities in assigned customer.
Management of On-site Proactive and Reactive Support Services
Periodic Review of Operation Environment and Process, Identify Potential Risk and Implement mitigation plan.
Teradata Database Administrator Managed and supported 24×7 production databases as well as development databases to ensure maximum availability of database resource for various applications.
DBA should perform the Teradata DBA related tasks in key areas of System Administration, Database Administration, Backup, Archive & Restore Management, Performance Management & Reporting
DBA Should be able to perform capacity planning, Security Management, User Management, performance monitoring and tuning, Strategies defined for backup/recovery techniques, and problem determination and resolution.
Key Responsibilities
Availability Risk Assessment
The SSM will provide reviews of the operational environment to identify risks and potential mitigation strategies.
Power-fail recovery strategy
Data protection
Operational processes
Recovery processes
Change control procedures
Application/database recovery processes
Patches/maintenance as applicable
Field Retrofit Orders (FRO), preventive maintenance
Tech Alert review and knowledge transfer
Facilities & Environmental Planning
Insure that data center has adequate power, cooling and floor space to support the configurations being implemented at the customer site and to insure there is room for future expansions.
Configuration Planning
Work with the customer and sales team to determine optimal configuration based on customer batch and online response time requirements.
CS Best Practices Implementation
Teradata Customer Services has developed several best practices that should be implemented by each local site team to help improve customer system availability.
Change Control Management
The SSM is Teradata Customer Services’ lead in coordinating and implementing system changes. The SSM will work with the Customer and with Teradata Customer Services to identify patches and updates which would benefit the Customer’s operation.
System Availability Reporting
The SSM will provide system availability reports. The root cause of specific outages will be identified and analysis completed with recommended changes to improve system availability. The SSM will review the system availability results and make any recommendations that are necessary.
Service Reporting
The SSM will also serve as Teradata Customer Services’ lead in the service performance reports. The SSM will provide the reporting, facilitate the meetings and drive any open issues to resolution.
Parts Management
Ensure proper stocking levels and release compatibility for all spares on site. Ensure hot spares (if installed) are up and running to ensure working parts availability for maintenance activities.
Management of On-Site Remedial & Preventive Maintenance
Escalation
Should the Customer need to escalate a service incident, the SSM is Teradata Customer Services’ initial point of escalation. The SSM will contact and engage the correct resources within Teradata Customer Services to ensure that the incident is resolved to the customer’s satisfaction. The SSM will then keep the Customer regularly posted on the status of the incident and the progress being made in bringing it to closure.
• Management of System Upgrades
The SSM will work with the Customer, Project Manager and Teradata Customer Services local and region teams to develop a plan for each hardware and/or software upgrade. The plan will include a definition of scope, a list of critical path items, identification of the resources required, and a project timeline. The SSM will function as Teradata Customer Services’ lead for these upgrades and will schedule and coordinate the activities of Teradata Customer Services’ resources. The SSM will be the Customer’s primary contact for the implementation of the upgrade.
Customer Support Plan
The SSM will ensure the development, currency, and accuracy of the Customer Support Plan tailored to the Customer’s environment and requirements. This plan will outline hours of coverage, response times, incident reporting numbers and processes, escalation timeframes and contact information, and availability measurement criteria.
Load & Maintain Service Database
The SSM will maintain system configuration for equipment and software in the service database.
Manage Teradata Closed Loop Corrective Action (CLCA)
Ensure that all incidents that cause unplanned outages identify a root cause and a corrective action is implemented that will help minimize future instances of this type of outage.
Customer Relations
Develop and maintain working relations with key customers in designated territory.
Advise customers about service and service delivery, including maintenance agreements and SLAs.
Respond to customer opportunities, issues and complaints in a timely manner.
Be responsible for Service Account Management for Tier 3 customers.
Visit each assigned Tier 3 customer at the customer’s request or at least once a quarter.
Develop relationships and interact with internal customers (Teradata Service Consultant, SSM, CSM, Service Management Function, Service Implementation Managers, CSO,GTS/GSC, Spare parts Management, PS leader, AE/STL etc.)
Works across internal organizations to drive improvements to tool and product design to improve installation functionality
Provide Pre- sales support to the sales organization to achieve the objectives of the area
Addresses major technical issues escalated from the customer including, scheduling and BU involvement in service issues
SLA Performance and Cell Operation/Productivity
Monitor SLA performance against target for territory.
Perform root-cause analysis and preventive measures for repeated escalations.
Analyze issues for missed targets and implement corrective actions.
Solve escalations due to resource problems (e.g., disciplinary and soft-skills issues) in collaboration with the GTS/GSC and CSO function.
Ensures that the Teradata Environment is proactively managed to meet customer’s goals
Leads and manages all Teradata installations and upgrades, providing overall technical leadership for the end-to-end installation and change process
Continue improve Cell operation productivity with aligned global process.
Owner of data integrity in My Work, My Track and CIS etc… Field Operation Tracking system.
Owner to ensure all CSR strictly follow IMP and global aligned process.
SW Release Management – Set up a “Patch Cycle Process” for all mega majors or top customers.
Comply with CC Best Practice, Implementation Planning and Reporting, SHL/ABL Updates (100%)
People Management
Ensure an environment that promotes effective communications, positive employee relations and teamwork.
Motivate, empower, develop and, as appropriate, recognize and reward individual and team achievements.
Conduct hiring activities, which includes headcount approval, job posting, interviewing, selection, and on-boarding activities.
Monitor performance improvement issues and provide appropriate coaching and counseling.
Execute the performance management process, which includes objective setting, development planning and quarterly/annual performance reviews.
Conduct individual and team meetings on a regular basis.
Balance tiered workforce in order to successfully deliver service to customers ( Right Resources for Right Task with 3 tier CSR skill structure).
Plan and manage vacation and training schedules effectively to meet daily availability goals.
Coaches and develops a team of professionals including technical supervision, reporting and training.
Financial Management
Promote and manage out of scope time-and-material (T&M) activities.
Manage expenses effectively (overtime, T&E, parts, assets).
Be responsible for physical assets including tools, test equipment, vehicles, etc. and service parts, both assigned (PPK) and loaned (issued on a work order).
Manage parts usage and service parts returns including surplus stock, loaned parts and PPK adjustments.
Contribute to the review and revision of appropriate parts inventory levels.
Manage employee-related and miscellaneous expenses.
Maintain existing maintenance bases while promoting and pursuing additional contract maintenance, ancillary sales and other revenue-producing opportunities.
Support TSC in managing accounts receivable issues .
GTS/GSC and CSO Coordination
Take accountability and lead for customer incident queues created and worked within the TACC, GSC and R&D Division.
Conduct on-going, open communications with assigned GTS Service Coordinator on a daily basis.
Support the GTS/GSC Service Coordinator in managing SLA performance.
Consult with the GTS/GSC/CSO Service Coordinator on service delivery escalation, both proactive and reactive.
Meet regularly with the GTS Service Coordinator and CSO to review and improve SLA performance and CE utilization together with Service Management Function.
Consult with the GTS Service Coordinator on the best of use of resources from the territory.
Key Responsibilities of DBA
System Administration
Maintain Client site log to record changes to software, hardware, and configuration files or components and log to system and user errors
Perform start-up, shutdown, and reboots as required
Perform periodic backups of operating system and restore as required.
Monitor TAP and non-TPA to ensure that they are running and that no errors are logged
Maintain security of Operating system and file systems
Set up and maintain resource usage data
Purge old log files as required (e.g. keep a rolling 90 days of log file information)
Database Administration
Maintain Client site log to record changes to event
Set up and maintain users, databases, account passwords, resource limits as required
Monitor and adjust spool space utilization and requirements
Set up and maintain access rights to the Teradata System database objects
Monitor security logs to identify potential unauthorized access attempts
Create and alter tables, views, macros, and other database objects as required
Monitor error logs and take appropriate action
Perform Teradata database integrity validation
Monitor and report on the growth of databases
Backup, Archive, and Restore Management
Maintain Client site log to record changes or additions to backup scripts, to indicate which database objects have been recovered (and the date to which they were restored)
Maintain current database backup strategy and modify scripts to accommodate additions or changes to database structures/objects as directed by the client
Initiate restores of the entire database and/or selected databases and/or tables upon request
Monitor for the success of scheduled archive and restore processes and take corrective action if needed
Performance Management and Reporting
Provide ongoing Teradata System performance monitoring
Monitor growth of database
Collect and drop statistics as required
Set up, maintain and monitor resource usage data
Monitor and report on skewing of data among Vprocs
Study locking logger reports to identify possible access lockout situations
Maintain Priority Scheduler settings as required
Maintain Teradata Query Manager settings.
Schedule queries to run as directed
Allow bypass of Teradata Query Manager for special situations as directed
Database Version Management
Review NTAs related to assigned customer.
Plan the version upgrade with customer.
Implement the version upgrade
Database version upgrade reporting.
Qualifications and Skills
Bachelor of Science Degree or higher
Minimum of 6 years’ experience in computer technology or related fields.
Minimum of 3 years of DBA experience.
Strong written and oral communication skills in both Chinese and English.
Ability to write efficient SQL & exposure to query tuning.
Should have good working knowledge on UNIX/Linux shell scripting.
Should have good understanding of data archive/restore policies.
Good presentation, communication skills.
Proficient in the use of Microsoft Office components and personal computers
ITIL accreditation is highly desirable.
Project Management experience. PMI certification is highly desirable
Carry 7×24 customer hotline pager on rotation
Ability to work during weekends or holidays as necessary
Strong teamwork
Would like to work at customer site or virtual office.
About the company
Teradata is a global leader in analytic data platforms, marketing and analytic applications, and consulting services. Teradata helps organizations collect, integrate, and analyze all of their data so they can know more about their customers and business and do more of what’s really important. Visit teradata.com for details.
Address
4088 Yi Tian Road, Futian District, Shenzhen, 518048, China
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