Senior Engineering Manager

Precisely is a leader in data integrity, empowering businesses with trusted data through innovative software and services. The Senior Engineering Manager will lead a global development team, manage customer escalations, and resolve complex technical issues while driving continuous improvement and collaboration across various teams.

Responsibilities:

• 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

Requirements:

• 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
• Support the adoption of AI‑ and GenAI‑enabled engineering and support solutions that leverage trusted data to improve incident triage, escalation handling, and developer efficiency across platform and support teams
• Apply AI‑driven analysis of incident, escalation, and operational data to assist with root‑cause investigations, identify recurring issues, and drive continuous improvement in product stability and customer outcomes
• Partner with product, and platform teams to implement practical agentic AI use cases (e.g., intelligent routing, automated diagnostics, guided runbooks) that improve operational efficiency and reduce manual effort
• Utilize AI‑powered dashboards and insights to track SLIs/SLOs, support KPIs, and customer impact, enabling data‑driven prioritization and proactive issue management
• Coach and develop engineering teams in the effective and responsible use of AI‑assisted development and support tools, ensuring alignment with Precisely's standards for data integrity, security, and governance
• 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
• 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