Key skills
CommunicationProblem Solving
About this role
Role Overview
- Leading and developing engineering support teams
- Driving operational excellence and engineers’ professional growth
- Acting as the operational owner for day-to-day service performance
- Delivering services that meet or exceed SLAs, KPIs, and customer expectations
- Serving as the main operational contact for assigned clients
- Regularly assessing customer experience and driving action to boost satisfaction
- Tracking and responding to service KPIs and informing decisions with data
- Collaborating with other teams to ensure seamless service delivery
- Maintaining staffing plans and budget alignment
Requirements
- Proven experience leading engineering or technical support teams
- Solid understanding of core IT operations concepts
- Demonstrated ability to develop, mentor, and grow engineering teams
- Experience supporting complex customer environments
- Ability to analyze operational data
- Strong communication skills
- Proven success in building and maintaining trusted client relationships
- Demonstrated effectiveness in collaborating cross functionally
- Experience managing remote and distributed teams
- ITIL Foundation certification strongly preferred
- Strong organizational, problem solving, and prioritization skills
- Comfortable working outside standard business hours
Benefits
- Fair and equitable compensation practices
- Competitive salaries