Michael Bruce

About Michael Bruce

I am Director, Premium Plus Support, with over 25 years experience in the Software…

Experience

1. Senior Manager, Premium Support

   GitHub

   Jan 2021 — Present

   Responsible for oversight and performance of a distributed staff of industry-leading Linux Administrators answering Enterprise-level customer support requests, triaging issues, and providing solutions. Manage, mentor, and coach 10 individual team members, including Support Engineers, Customer Reliability Engineers, and Senior Escalation Engineers. Meet 1-1 with team members on a regular basis to develop relationship, build trust, facilitate delivery, and coach toward career growth. Provide individual career development planning and guidance, prioritizing talent retainment. Hire, onboard, and train new team members. Manage resource allocation and assignment for Premium support customers. Maintain cross-team communication between Product, Support, Engineering, and Sales. DRI for Premium Support working to enable Sales organization as well as Talent Acquisition, appropriately set delivery expectations and meet with prospects to help drive new account acquisition as well as employee sourcing, onboarding, and retention. Work with the Premium Support Director on the development and execution of team strategy. Work with Premium Support managers/teams to foster cross team collaboration. Facilitate the implement new processes to improve Premium support delivery. Drive real-time pivot of program alignment with customer needs by facilitating industry-leading go to market offerings proactively reducing customer downtime and raising quality experience. Organize Project conception, induction, progression, and completion to grow the program in a time-manageable fashion that increases capacity model target delivery ratio.

Education

• California State University, Chico

  Bachelor's degree, Mathematics and Computer Science

  1995 — 1999