Support Availability Manager

CA, Inc. (NASDAQ: CA), one of the world's leading independent, enterprise management software companies, unifies and simplifies complex information technology (IT) management across the enterprise for greater business results. With our Enterprise IT Management vision, solutions and expertise, we help customers effectively govern, manage and secure IT. Customers can evolve their IT operations from being reactive and focused only on technology to being flexible, adaptable and focused on serving the business. Today, CA, formerly known as Computer Associates, serves the majority of the Fortune 1000 companies, as well as government organizations, educational institutions and thousands of other companies in diverse industries worldwide.We are currently looking for a qualified Support Availability Manager to join our Technical Support team at our office in Louisville, KY.As a Support Availability Manager, you will be the central point of contact for co-ordination and management of the Customer's technical relationship with CA and will also gain an in-depth understanding of Customer's technical environment and IT organization, current use of licensed CA products and ROI/value. The SAM will act as a Voice of the Customer back to the Product teams, articulating the customer's use of CA products to Customer Support, CA TS, Sales, etc. in order to help them understand how problems with CA technology impact the Customer's business. Additional responsibilities will include expediting the resolution of Customer issues by proactively reviewing and managing issues to decrease time to resolve and provide Customer with standard/customized reports on the status of Customer Support issues. Key Requirements:* Minimum of 5 or more years experience in the IT industry in a customer facing environment with prior project management experience with a broad understanding of IT developments in the Enterprise domain * Must have a good practical understanding of Technical Support, ideally having worked previously both within Technical Support and in a technical field related role at customer sites * An ITIL certification or other recognized industry IT qualifications are a plus * Business travel of approximately 75% yearly is expected for this position * Bachelor's Degree in business or IT-related field preferredIt's an exciting time at CA. We offer competitive salary, company sponsored premium Medical/Prescription & Dental Plans, Company-Paid Holidays, Vacation, Personal and Sick Days, 401(k) Plan, Employee Stock Purchase Program, Education/Training Reimbursement, Charitable Gift Program, Adoption Assistance Program, and Veterinary Care Insurance. To learn more about CA and this opportunity, we welcome you to visit our web site at www.ca.com EOE/AA ~m~ ~CB~ Location:   US-IN-Indianapolis Status:   Full Time, Employee Job Category:   Sales/Retail/Business Development Career Level:   Manager (Manager/Supervisor of Staff) Reference Code:   7852   Learn more about CA