Responsibilities:

• Support the team through coaching, development, coordination, and communication by developing a strategic model for technical support and service.
• Manage day to day operations to ensure requests are resolved in a timely and effective manner by timely identification, investigation, resolution, root cause analysis and replication of technical issues.
• Develop and maintain client relationships by understanding current and future needs of clients.
• Monitoring SLA performance by driving SLA operations for compliance with contractual agreement as per agreed OLA/SLA.
• Continual improvement of the reporting & ratification process.
• Transparency & visibility of service level performance to the Management/Leadership.
• Manages to run the weekly and monthly governance meetings with onshore and customers.
• Monitor the products included in a contract for optimal performance.
• Work with service providers to ensure that they meet the terms of the SLA and provide high-quality service.
• Manage Team leaders and Service Engineer(‘s)/Technician(‘s) in projects/works/repairs/verifications.
• Attend meetings with clients and internal teams to discuss the overall performance and address any issues.

Qualifications:

• The ideal candidate for this position will have a minimum of 6 years of experience in technical management.
• The candidate must possess a deep understanding of the technical landscape, including The areas/technologies it's nice to be familiar with : (Django, Docker, NodeJS, Email Service (Sendgrid), SMS, Sentry, API & Web Services, Celery (RabbitMQ), AWS - S3 & STC Cloud, React, Redux 3, Ansible Linux OS, Manage MySQL
• Strong communication skills and the ability to build and maintain relationships with key stakeholders are essential for success in this role.
• The candidate should have experience in managing technical projects and teams.
• The candidate should also possess a Bachelor's degree in a relevant technical field, with a Master's degree preferred.