Manager, Client Technology

This is a fully remote position, open to applicants in India.

📋 Description

• Lead a team of up to 35 engineers who support over 100 clients on a rotating shift basis.

• Ensure the efficient and professional execution of activities that support clients' mission-critical systems.

• Evaluate and review the performance of employees assigned to rotating shifts, incorporating feedback from the Tower Manager.

• Collaborate with the Tower Manager on functional direction, training/testing, architecture, service delivery, and employee evaluations.

• Proactively identify major incidents and critical issues early, driving swift remediation during shifts.

• Ensure that client requests, incidents, and problems are managed promptly and professionally.

• Conduct stand-up calls and oversee the activity and client-status handovers between shifts and teams.

• Allocate resources across teams to resolve issues in an efficient and effective manner.

• Identify and implement improvements to operational processes.

• Provide constructive performance feedback for team members.

• Oversee change approvals, quality control, and post-change validation processes.

• Monitor employee attendance and engagement.

• Assist Shift Site Reliability Engineers in managing client communications and escalations.

• Inspire and motivate team members working on the rotating shift.

• Drive results in accordance with agreed KPIs for alerts, monitoring tools, and case/SNOW metrics.

⛳️ Requirements

• Senior operations role leading a team of up to 35 engineers.

• Proven experience in supporting mission-critical systems and managing over 100 clients.

• Capability to work in a rotating shift pattern.

• Proficiency in detecting and remedying major incidents and critical issues.

• Expertise in managing client requests, incidents, and problems in a professional and timely manner.

• Skill in allocating resources effectively across teams.

• Experience in implementing enhancements to operational processes.

• Ability to provide thorough and accurate feedback regarding employee performance.

• Competence in executing change approvals, quality control, and post-change validation.

• Ability to supervise employee attendance and engagement levels.

• Experience in supporting client communications and managing escalations.

• Proven track record of driving KPI results for alerts, monitoring tools, and case/SNOW metrics.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health and wellness benefits.

• Opportunities for professional development and career advancement.

• Flexible working hours to support work-life balance.