Technical Support Operations Manager

hace 18 horas


San Francisco, Heredia, Costa Rica Cloud Software Group A tiempo completo

**Job Overview:**

We are seeking a highly skilled Technical Support Operations Manager to join our team at Cloud Software Group. This role is responsible for leading cross-functional responses to high-priority, high-visibility complex incidents.

Main Responsibilities:

  • Lead cross-functional incident response teams to resolve complex critical incidents.
  • Calmly assess situations and execute the incident response process flawlessly to drive customer loyalty.
  • Ensure timely information flow by engaging necessary resources and updating stakeholders.
  • Develop strategic communications to internal stakeholders and Sales leadership.
  • Collaborate with Support leadership to improve processes, metrics, and frameworks.
  • Influence decision-making through data interpretation and stakeholder input consolidation.

You May Be a Good Fit If:

  • You thrive in fast-paced environments, delivering rapid fixes to high-intensity problems.
  • You have attention to detail and a high standard of quality.
  • You excel in navigating ambiguity while identifying process improvements and best practices.
  • You possess public-facing experience ensuring clear and concise communications.
  • You can problem-solve complex technical issues while prioritizing user needs.
  • You have operational awareness and can deliver complex projects involving multiple stakeholders.

Requirements:

  • 4+ years of technical support experience handling complex issues.
  • 4+ years of Incident Management or Incident Command driving resolution on high-visibility customer-impacting incidents.
  • Excellent English communication skills.
  • Strong operational experience in cloud services/web-scale delivery environments.
  • Good to Have: ITIL Certification.


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