Technical Operations Manager

Role Summary The Technical Operations Manager is responsible for leading day-to-day support operations while providing strong technical oversight. This role focuses on ensuring system stability, SLA compliance, and exceptional customer support while driving operational efficiency and contributing to Maintenance Ratio targets through effective support delivery, automation, and preventive maintenance initiatives. As a key technical and operational leader, the Technical Operations Manager acts as a bridge between Maintenance, R&D, Professional Services, Delivery, and Customer Account teams to ensure seamless service delivery and customer satisfaction. Key Responsibilities : Support Operations & Service Delivery Own end-to-end support operations across assigned customer accounts. Ensure 100% SLA compliance and prevent critical escalations. Oversee incident, service request, problem, and change management activities. Act as the primary escalation point for complex technical and operational issues. Ensure timely acknowledgment, communication, and resolution of all customer tickets. Technical Leadership Provide technical direction and oversight to the Support team. Review and approve root cause analysis (RCA) for major incidents. Drive permanent fixes by collaborating with R&D and Professional Services, avoiding temporary workarounds. Lead preventive and predictive maintenance initiatives (database cleanup, performance tuning, application health monitoring, automation). Problem Management & Continuous Improvement Drive problem management through trend analysis and identification of recurring issues. Identify and implement automation opportunities to improve efficiency and reduce operational effort. Proactively monitor system health and mitigate risks before they impact customers. Customer Engagement & Governance Represent Support in customer governance meetings and operational reviews. Ensure accurate and timely MIS, dashboards, and service reports. Proactively communicate risks, dependencies, and improvement plans to customers. Support audits, compliance activities, and customer satisfaction initiatives. Team & Capability Building Mentor and coach support engineers and senior team members. Build technical depth within the team and eliminate single-point dependencies. Identify and groom potential second-line leaders within Support. Drive documentation, SOPs, and knowledge-sharing practices. Collaboration & Stakeholder Management Work closely with Delivery, R&D, Professional Services, and Account teams. Support contract compliance, renewals, and RMP-related activities. Provide inputs for effort estimation, capacity planning, and risk assessments. Experience & Qualification 7+ years of experience in application support, operations, or technical delivery Prior experience leading or mentoring teams Exposure to enterprise customers and SLA-driven environments ITIL knowledge preferred