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Precisely is the leader in data integrity. We empower businesses to make more confident decisions based on trusted data through a unique combination of software, data enrichment products and strategic services. What does this mean to you? For starters, it means joining a company focused on delivering outstanding innovation and support that helps customers increase revenue, lower costs and reduce risk. In fact, Precisely powers better decisions for more than 12,000 global organizations, including 95 of the Fortune 100. Precisely's 2500 employees are unified by four company core values that are central to who we are and how we operate: Openness, Determination, Individuality, and Collaboration. We are committed to career development for our employees and offer opportunities for growth, learning and building community. With a "work from anywhere" culture, we celebrate diversity in a distributed environment with a presence in 30 countries as well as 20 offices in over 5 continents. Learn more about why it's an exciting time to join Precisely!
Overview: As a Sr. Development Incident Manager, you will lead a global development team, manage critical customer escalations, and resolve complex technical issues. You’ll coordinate between customers, support, engineering, product management and leadership providing prioritized short-term and long-term solutions including driving root-cause analysis and continuous team process improvement.
What you will do:
- Lead and mentor a global L3 Engineering team handling critical customer escalations and resolving technical issues.
- Solid team management/leadership experience for at least 10-15 people including hiring and performance reviews
- Oversee the full development escalation lifecycle—from intake, triage, action planning, resolution, closure and ultimately product deliverables
- Serve as the primary escalation liaison across customer, support, engineering, product management and C-Suite leadership teams to negotiate final resolutions safeguarding revenue from license renewals and new deployments
- 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, deliver timely bug fixes, and champion product changes to reduce customer issues and increase customer satisfaction.
- Hands on Enterprise software application product experience in past with Java stack, understanding build, deploy and CI/CD process. Strong enough to technically challenge team members and customers.
What we are looking for:
- 10+ years in enterprise technical operations, especially with IBM Sterling B2Bi or equivalent platforms.
- Proven experience managing customer escalations and leading Engineering 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. C-Suite level preferred.).
- Skilled at juggling team and release priorities based on customer competing priorities.
- Deep and detailed knowledge of enterprise software deployment, configuration, and management.
- Solid understanding of database management, operating systems, networking, system integration, and performance tuning.
- Fundamental Java, Cloud Technologies, Kubernetes knowledge.
Preferred Requirements:
- Hands-on familiarity with on-prem IBM B2Bi infrastructure (AS2, SFTP, FTP, encryption, EDI protocols).
- Experience with support tooling (Salesforce, KCS, ticketing systems) and operational reporting dashboards.
- Exposure to hybrid or cloud migration strategies as part of evolving support models.
- Extensive agile software development experience
- SRE mindset: setting and managing SLIs/SLOs, implementing self-healing systems (auto-scaling, failover), and enhancing reliability and availability.
This is a remote position anywhere in the US
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The personal data that you provide as a part of this job application will be handled in accordance with relevant laws. For more information about how Precisely handles the personal data of job applicants, please see the Precisely Candidate Privacy Notice
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Precisely Burlington, Massachusetts, USA Office
1700 District Ave #300, Burlington, MA , United States, 01803
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