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Precisely · 3 hours ago

Senior Manager, Software Development

United States

Full-time

Remote

Senior Level, Lead/Staff

10+ years exp

Precisely is a global leader in data integrity, providing accuracy and consistency in data for 12,000 customers in more than 100 countries. The Senior Manager, Software Development will lead high impact escalation and support operations for IBM Sterling B2B Integrator, ensuring swift resolution of critical customer issues while driving process consistency and operational excellence across global support teams.

Big DataCloud Data ServicesData IntegrationData Management

H1B Sponsor Likely

Hiring Manager

Daniel Rosenman

Responsibilities

Lead and mentor a global L3 support team handling critical escalations and complex technical issues

Hands on Application product Development experience in past with Java stack, understanding build, deploy and CI/CD process

Oversee the full escalation lifecycle—from intake and triage to action planning, resolution, and closure

Maintain and optimize L3 workflows, standard operating procedures (SOPs), and global coverage maps, ensuring follow-the-sun support

Serve as the primary escalation liaison across customer, support, engineering, and leadership teams

Drive root-cause analysis (RCA) and lessons-learned cycles, championing continuous improvement

Develop and deliver support KPIs, dashboards, incident reports, and escalate to weekly operational reviews

Engage proactively with customers to gather feedback and build trust during high-pressure escalations

Collaborate with product and engineering teams to triage defects and guide timely bug fixes or patches

Qualification

IBM Sterling B2BiIncident managementJavaCloud TechnologiesKubernetesAgile software developmentContinuous process improvementStakeholder managementTroubleshootingSupport toolingOperational reportingCommunication skills

Required

10+ years in enterprise support or technical operations, especially with IBM Sterling B2Bi or equivalent platforms

Proven experience managing high-severity escalations and leading L3 support teams

Demonstrated expertise in incident management, ITIL frameworks, RCA, SLA enforcement, and escalation governance

Exceptional stakeholder management and communication skills under pressure (both internal and external)

Provide how many years of experience is required for this role – 10+ years

Equivalent experience will be accepted in place of the education requirement

Extensive agile software development experience

Fundamental Java, Cloud Technologies, Kubernetes knowledge

Demonstrated experience driving continuous process improvement

Ability to troubleshoot the issues with the teams