Technical Manager

Job Summary:

We are seeking a highly skilled and motivated Technical Manager to lead and manage a team of technical Engineers. The Technical Manager is responsible for ensuring high-quality of Onsite/remote implementation, deployment, monitoring & support delivery to customers. This role is key in maintaining customer satisfaction, identifying skill gaps, skill build-up of technical resources and building a knowledge-driven support organization.

Key Responsibilities:

Team Leadership:

Lead, mentor, and develop a team of engineers, ensuring consistent technical and professional growth.

Customer Support Operations:

Oversee daily field activities and Engineers productivity.

Performance Metrics & Reporting:

Define, track, and report on key performance indicators (KPIs)

Process Improvement:

Identify areas for operational improvements and implement best practices to enhance support efficiency and service quality.

Collaboration:

Work closely with Project delivery team get feedback from them and share with the team.

Knowledge Management:

Promote the development and maintenance of a robust knowledge base and encourage engineers to contribute to technical documentation and training materials.

Training & On boarding:

Develop on boarding programs and ongoing training plans for engineers to maintain technical excellence and keep up with product evolution.

Qualifications:

Bachelor's degree in computer science, Information Technology, or a related field (or equivalent experience).

10+ years of experience in technical support or engineering, with at least 3 years in a leadership or management role.

Strong understanding of [Networking, routing & switching, wireless, technologies and Information security, cloud platforms and Voice technologies

Excellent problem-solving, troubleshooting, and analytical skills.

Proven ability to handle high-pressure situations and manage escalations effectively.

Exceptional communication and interpersonal skills.

Preferred Certifications:

Certifications such as CCNP, AWS/Azure, or other relevant technical credentials.