Principal, IT Customer Support - Director, IT
Prague, PR, CZ
před 24 dny

Principal, IT Customer Support - Director, IT

Requisition No. : 165055 Category : Information Technology - IT Location :

Prague, PR, CZ

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.

In this position you will identify trends and process improvement opportunities. Recommend and implement process improvements and propose automated solutions.

Research, recommend, and implement best practices. Conduct proactive root cause analysis and works with IT staff such as database administrators and engineers to drive process improvements processes in engineering and deployment activities to remove process problems that create issues.

Work is substantially complex, varied and regularly requires the selection and application of technical and detailed guidelines.

Independent judgment and decision-making is required. Regularly make recommendations to management on areas of significance to the department.

Supervision received typically consists of providing direction on the more complex projects and new job duties and priorities.


  • Provide highly visible customer support through the performance of onsite service, as well as overseeing any necessary diagnosis, troubleshooting, service and repair of complex equipment and systems.
  • Identify trends and process improvement opportunities.
  • Recommend and implement process improvements and propose automated solutions.
  • Conduct proactive root cause analysis and work with other IT staff to ensure timely resolution of problems.
  • Regularly assess and diffuse complex, and escalated customer issues. Take personal responsibility and accountability for solving systemic customer service problems.
  • Regularly explore alternative and creative solutions to meeting the needs of the customer within policies and guidelines.

  • Drive transformation where necessary and drive change to create an environment of trust across programs and portfolios where it is safe to challenge, experiment and fail without fear.
  • Foster and enable innovation.
  • Enable User Experience

  • Work as part of the extended User Experience Team in facilitating the processes, practices and principles necessary to delivering an exceptional customer experience.
  • Work with end-users, customers, stakeholders, Product Managers, and Product Owners to maintain a high-level understanding of the current and upcoming User Experience requirements for the solution / service.
  • Communicate customer needs and expectations to various internal stakeholders; owns the voice of the customer.
  • Use recognized user experience (UX) methods in the creation of well-designed user experiences for the company's solutions / services.
  • Understanding of customer personas, and the customer journeys.
  • Involved in the overall strategy of increasing reach of solutions / services.
  • Lead the Team

  • Empower teams and individuals to take calculated risks.
  • Create the time, space, and collaborative environment necessary for ideas to be shared and to grow.
  • Enable teams to learn fast through experimentation, and share both their successes and failures.
  • Advocate for the team and promote their successes, celebrate their learnings, and share key learnings throughout the organization.
  • Planning / Execution

  • Build strong relationships with stakeholders across products and product lines, sales, marketing, education, etc.
  • Be available to provide Agile program management advice / assistance to enable team success.
  • Apply a comprehensive knowledge and ingenuity in Agile techniques and Agile program management to handle complex assignments.
  • May participate in Release Management alongside other key Business Owners

  • Bachelor's degree or global equivalent.
  • Typically 7 or more years of related professional experience.
  • Wide-ranging experience, use professional concepts and company objectives to resolve complex issues in creative and effective ways.
  • Work to develop industry-level knowledge on new enhancements and developments coming in the next 1 to 5 years (new processes, self-
  • services, knowledge database).

  • Well versed in ITIL incident and problem management techniques.
  • Exceptional interpersonal skills in areas such as teamwork, facilitation and negotiation.
  • Excellent analytical and technical skills.
  • Excellent written and verbal communication skills.
  • Learn problem solving process improvement techniques such as pareto, root cause and ishikawa.
  • Basic office equipment and Microsoft Office.
  • Work with others to resolve problems, clarify or interpret complex information / policies, and provide initial screening / negotiations without approval authority.
  • More About Working at CA :

    CA has earned scores of global Workplace Excellence awards in the last few years and there’s a reason for that. Here you’ll have the opportunity to eliminate barriers for our customers and earn a competitive compensation and total rewards package all while pushing the boundaries of what’s possible by collaborating with a diverse team of global innovators.

    In short, CA’s fun, diverse, and fast-paced culture has put us on the map as one of the best employers in Information Technology.

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