Manager, Software Operations Center
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Technical Support Manager overseeing Software Operations Center teams in India and ensuring seamless support coverage across shifts. The role focuses on operational excellence, team development, and collaboration.
Responsibilities:
- Team Leadership and Shift Management
- Manage and mentor Technical Support Engineer across three shifts, ensuring 24/7 coverage for production systems.
- Oversee shift handovers and documentation to maintain continuity and minimize downtime.
- Handle recruitment, onboarding, performance reviews, and career development for support staff.
- Incident Management and Root Cause Analysis
- Ensure timely resolution of IPS (Incident/Problem/Support) tickets within SLA commitments.
- Conduct root cause analysis and share findings with engineering teams to prevent recurrence.
- Maintain dashboards and reports highlighting recurring issues and trends.
- Process Improvement and Automation
- Develop and maintain SOPs for common issues and resolutions.
- Identify opportunities for automation (e.g., scripting repetitive tasks, integrating monitoring tools).
- Run initiatives to improve operational efficiency and reduce ticket volume.
- Collaboration and Reporting
- Partner with SOC Director for monthly reviews and stakeholder meetings.
- Foster solid relationships with engineering and product teams for knowledge sharing and joint problem-solving.
- Additional duties and responsibilities as necessary.
Requirements:
- Technical knowledge:
- Sound understanding of production support environments, including incident triage, escalation, and resolution workflows.
- Hands-on experience with monitoring and alerting tools (e.g., Datadog, PagerDuty, New Relic).
- Familiarity with ticketing systems like Jira or ServiceNow.
- Working knowledge of SQL for data analysis and troubleshooting.
- Basic proficiency in scripting languages (e.g., Python, PowerShell, or Bash) for automation and operational tasks.
- .NET Framework experience: Ability to troubleshoot .NET applications, understand code-level issues, and collaborate with engineering teams on fixes.
- Understanding of cloud platforms (AWS, Azure, or GCP) and concepts like load balancing, failover, and high availability.
- Exposure to CI/CD pipelines and deployment processes for troubleshooting release-related issues.
- Ability to interpret application logs, debug issues, and collaborate with engineering teams on fixes.
- AI/ML knowledge: Familiarity with using AI/ML tools for anomaly detection, predictive monitoring, and automating repetitive support tasks.
- Bachelor’s degree in Computer Science, Engineering, or related field.
- 7+ years of experience in technical support or operations, with at least 3 years in a managerial role.
- Demonstrated expertise in incident management and root cause analysis in high-availability environments.
- Familiarity with monitoring and ticketing tools (e.g., Jira, PagerDuty, Datadog).
- Excellent leadership, communication, and organizational skills.
- Ability to work flexible shifts in a 24/7 environment.
Benefits:
- Medical, Term & Accidental Insurance
- All Purpose Leave (casual & sick time): 12 days
- Earned Leave: 15 days
- Public Holiday: 12 days
- Generous Maternity & Paternity Leave
- Quarterly Wellness Day
- Work From Home Allowance
Similar Jobs
FE Engineering Director – Mobile & Web
FE Engineering Director leading two engineering teams in Mobile & Web at Moov, a financial services platform. Drive technical direction and oversee product delivery for exceptional payment experiences.
Senior Engineering Manager
Senior Manager of Platform Engineering overseeing cloud and platform engineers at First American. Ensuring innovative and secure solutions while leading technical and people development.
Engineering Manager
Engineering Manager leading transformation in IT for innovative electrical wholesale distributor Voltex Electrical. Manage teams, delivery systems, and engineering culture for scalable outcomes.
Engineering Manager
Engineering Manager at Backcountry leading a team of engineers and managing customer-facing platforms. Fostering a culture of operational excellence and AI integration.
Senior Engineering Manager, User Platform – Enterprise
Senior Engineering Manager leading User Platform & Enterprise team at Horizon3.ai cybersecurity. Focused on driving excellence in user experience and enterprise capabilities.
Engineering Manager
Engineering Manager at Masabi leading a team delivering high-quality outcomes in a remote environment. Fostering a supportive team culture and collaborating with product and engineering peers.
Engineering Manager – Tech Lead – Engineering Lead
Engineering Manager leading technical excellence and modern engineering standards in a leading property valuation service. Collaborating on core systems while shaping the engineering mindset.
Engineering Manager – API
Engineering Manager leading an API team at Craver, focusing on technical leadership and people development within a remote-first company.
Network Engineering Manager
Network Engineering Manager providing operational leadership and technical expertise for network design and implementation supporting IT modernization for military bases worldwide.
AI Engineering Manager – Delivery Lead
AI Engineering Manager leading the delivery execution of Agentic AI solutions. Collaborating with teams to ensure high-quality outcomes in complex environments.
Manager, Software Engineering
Engineering Manager in eHealth's Engineering team, delivering next-generation Health insurance marketplace experience. Leading technical and management duties to improve overall quality and project delivery.
Engineering Manager – Gitlab Delivery
Engineering Manager leading GitLab Delivery - Operate team focused on improving GitLab deployment reliability and operational simplicity. Guiding a distributed team to deliver high-quality solutions.
Engineering Manager
Engineering Manager responsible for enabling engineering teams to deliver impactful software applications at Rula. Leading technical excellence and shaping engineering culture in mental health space.
Information Security Engineering Manager
Security Engineering Manager responsible for leading a team of engineers at SNHU. Designing, deploying, and managing security capabilities while collaborating across engineering teams.
Senior Engineering Manager
Senior Engineering Manager leading a team of frontend engineers at Contentsquare. Driving technical decisions and collaborating with Product Managers and Designers in Spain.
Engineering Manager
Engineering Manager at Omnidian driving technology integration for Australian solar services. Leading a remote team to adapt US-based innovations to meet local needs.
Engineering Manager
Engineering Manager leading a high-performing engineering team at AI startup. Overseeing engineering projects, mentoring engineers, and driving technical initiatives in financial tech.
Senior Engineering Manager
Senior Engineering Manager overseeing engineering teams and developing core schema infrastructure at HubSpot. Leading AI product development and ensuring system reliability at scale.
Engineering Manager
Engineering Manager responsible for managing engineering projects and teams at DBSync. Working directly with CEO/CTO to drive innovation in cloud technologies and software development.
Engineering Manager
Engineering Manager at OpenLoop, responsible for leading Toronto's engineering hub and team. Delivering high-impact solutions and ensuring software quality in a fast-paced environment.