Technical Operations Manager

Overview

Technical Operations Manager responsible for leading day-to-day support operations with technical oversight to ensure system stability, SLA compliance, and effective customer support.

What you'll do

• Own end-to-end support operations across assigned customer accounts.
• Ensure 100% SLA compliance and prevent critical escalations.
• Manage incident, service request, problem, and change activities.
• Act as the primary escalation point for complex technical and operational issues.
• Drive preventive and predictive maintenance and automation initiatives.
• Lead problem management using trend analysis and recurring-issue identification.

What you'll need

• 7+ years of experience in application support, operations, or technical delivery.
• Experience leading or mentoring teams.
• Exposure to enterprise customers and SLA-driven environments.
• ITIL knowledge (preferred).
• Ability to review and approve root cause analysis (RCA) for major incidents.
• Experience collaborating across Maintenance, R&D, Professional Services, Delivery, and Customer Account teams.