Director - Mainframe Software Technical Support

Typically, 18 years of Technical Support or IT experience and familiar with industry concepts and practices.  6 years of management experience.

Nice to have:

Bachelor's Degree or global equivalent in Computer Science, Data Science, Information Technology, is preferred - or related field or work experience demonstrating leadership skills and a high level of technical aptitude.

The annual base salary range for this position is

$160,300 - $256,500

This position is also eligible for a discretionary annual bonus in accordance with relevant plan documents, and equity in accordance with equity plan documents and equity award agreements.

Broadcom offers a competitive and comprehensive benefits package: 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 and vacation time. The company follows all applicable laws for Paid Family Leave and other leaves of absence.

Broadcom is proud to be an equal opportunity employer.  We will consider qualified applicants without regard to race, color, creed, religion, sex, sexual orientation, national origin, citizenship, disability status, medical condition, pregnancy, protected veteran status or any other characteristic protected by federal, state, or local law.  We will also consider qualified applicants with arrest and conviction records consistent with local law.

If you are located outside USA, please be sure to fill out a home address as this will be used for future correspondence.

This is an executive level position responsible for leading the implementation of business objectives for the WW Mainframe Software Technical Support team. The Director, Mainframe Software Technical Support leads, manages, and optimizes the customer-facing software support function, drives operational efficiency via support case management, develops policies, manages budgets, and mentors the management team to ensure world class service and alignment with company goals. The Director, Mainframe Software Technical Support also ensures long term team durability and that the global team delivers high-quality technical assistance that meets key performance metrics (i.e. CSAT, NA%, iSLO, MTTR), manages escalations for complex customer-reported issues, and ensures scalable support processes to enhance customer loyalty and partnership.

This position is also responsible for the professional development of a large worldwide team of direct reports to increase overall job satisfaction and employee performance.

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.