TechOps & Support Manager

Sumerge’s Support team sets new standards of customer experience. Through immense support and instant problem solving, our support engineers fulfill our customers’ desires by exploring new technology areas, products, and multi-technology solutions.

The Support team takes our deep technical expertise and tailor proficient solutions according to the clients’ needs and goals allowing them to grow and solve their biggest business challenges by getting the most out of our offerings.

Ultimately, you will be a person our clients trust. They will rely on you to provide timely and accurate solutions to their technical problems.

Responsibilities

• Manage and oversee the daily operations by assigning/scheduling work to department members based on competencies.
• Manage monitoring solution of all the involved layers.
• Manage client expectations by committing to SLAs, performing quality reviews, and maintaining performance metrics.
• Create and update a periodic proactive maintenance plan for all the involved layers including data, logic, and performance maintenance.
• Work with the technical sales team to provide proper sizing for the incoming support projects considering the requested scope.
• Follow up on the financial status of the owned projects.
• Identify, clearly communicate, and plan how to meet department(tactical)/team goals and define and communicate team members’ roles.
• Identify training and development needs and coaches team members on achieving goals.
• Recruit and select high performers, develop talent, and recognize performance.

Requirements

• Bachelor's degree of Computer Science or Engineering or a related field

• 9+ years of relevant experience

• 3+ years of people management experience