Technical Support Operations Manager

We are seeking a highly skilled and experienced Technical Support Operations Manager to oversee our technical operations and lead our technical support team. This role is pivotal in improving the quality of our operations and spearheading the enhancement of our incident management processes. The ideal candidate will have a strong background in technical operations within a SaaS environment, with substantial experience in cloud applications and platforms. This individual will collaborate closely with Engineering Managers and Support Group Managers to ensure all reported issues are addressed and monitored until resolution.

Key Responsibilities:

Oversee the technical operations and lead the technical support team to ensure the highest quality of service and operational efficiency. Develop, implement, and optimize incident management processes to ensure timely resolution of all reported issues. Work closely with Engineering Managers and Support Group Managers to monitor and manage incidents, ensuring they are tracked from reporting through to resolution. Establish and maintain performance metrics to monitor the effectiveness of the technical support team and identify areas for improvement. Provide technical guidance and support to the team, fostering a culture of continuous learning and development. Manage escalations and ensure that critical issues are addressed promptly and effectively. Implement best practices for system monitoring, maintenance, and support to minimize downtime and improve system reliability. Collaborate with product development teams to understand new features and changes, ensuring the support team is well-prepared to assist users. Drive initiatives to improve customer satisfaction and operational efficiency. Stay updated on the latest industry trends and technologies to ensure our technical support operations remain at the cutting edge.