Technical Operations Manager

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

📋 Description

• Oversee daily support operations for assigned customer accounts.

• Ensure compliance with service level agreements (SLAs) and proactively address critical escalations.

• Manage incident, service request, problem, and change management processes.

• Serve as the main escalation contact for complex technical and operational challenges.

• Guarantee prompt acknowledgment, communication, and resolution of customer inquiries.

• Offer technical guidance and supervision to the Support team.

• Review and sanction root cause analyses for significant incidents.

• Collaborate with R&D and Professional Services to implement permanent solutions.

• Initiate preventive and predictive maintenance efforts, such as database cleanup, performance tuning, application health monitoring, and automation.

• Lead problem management initiatives through trend analysis and identification of recurring issues.

• Discover and execute automation opportunities to enhance efficiency and minimize operational workload.

• Monitor system performance and take proactive measures to mitigate risks.

• Represent the Support team in customer governance discussions and operational reviews.

• Ensure timely and accurate management information systems (MIS), dashboards, and service reports.

• Communicate risks, dependencies, and improvement strategies to customers.

• Assist in audits, compliance tasks, and initiatives aimed at enhancing customer satisfaction.

• Provide mentorship and guidance to support engineers and senior team members.

• Foster technical expertise and eliminate single-point dependencies.

• Identify and develop potential second-line Support leaders.

• Promote documentation, standard operating procedures (SOPs), and knowledge-sharing practices.

• Collaborate with Delivery, R&D, Professional Services, and Account teams.

• Support contract compliance, renewal processes, and Risk Management Plan (RMP) activities.

• Contribute to effort estimation, capacity planning, and risk evaluation.

⛳️ Requirements

• 7+ years of experience in application support, operations, or technical delivery.

• Previous experience in leading or mentoring teams.

• Familiarity with enterprise customers and SLA-driven environments.

• ITIL knowledge is preferred.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Opportunities for professional development and career advancement.

• Comprehensive health and wellness benefits.

• Flexible work arrangements and a supportive team environment.