Technical Services & Support Manager

Job Description

Job Description
– Manage the team of technical services and delivery consultants, including hiring, training, and performance management.
– Develop and implement automation and observability solutions’ delivery and support strategies and processes that align with the company’s goals and objectives.
– Work closely with other IT solutions teams, such as PM, customer success, and Sales, to ensure that customers’ inquiries and issues are resolved quickly and efficiently.
– Provide technical guidance and support to the technical support team, assisting with complex issues and escalations as needed.
– Monitor and analyze support metrics, including customer satisfaction, response times, and issue resolution rates, and identify areas for improvement.
– Review Dynatrace implementation scopes to ensure they are feasible, including realistic timelines and budgets.
– Monitoring the status and managing Dynatrace implementation scope to ensure that goals are met on time and within budget.
– Manage technical team members and professional services consultants to ensure Dynatrace implementation requirements and deadlines are met.
– Review technical documentation to make sure that it is accurate and complete.
– Lead meetings with clients or other stakeholders to discuss Dynatrace implementation scope goals, progress, and challenges.
– Supervise the work of Dynatrace solution consultants and other technical support team members.
– Develop and maintain a knowledge base of technical services delivery and support best practices, troubleshooting techniques, and product information.
– Participate in meetings with concerned IT solutions department team members to recommend solutions to meet customers’ feedback on the needed features of observability and automation.
– Maintain high-performance levels for service-related processes and implement improvement activities wherever necessary.
– Take ownership of customers’ critical incidents, coordinate with resolution parties, and establish effective communication between stakeholders for post-incident reviews.
– Ensure that systems, procedures, and methodologies are in place to support outstanding service delivery.
– Develop a deep understanding of projects to gain insights into the scope of service delivery.
– Take accountability for service delivery performance, meeting customer expectations, and driving future demand.
– Recommend improvement methods and see that actions are implemented on time for service delivery upgrades.
– Provide accurate and regular reports to the management on the performance of the service delivery.
– Lead personnel management, including staff recruitment, performance assessment, training, and mentoring.
– Build solid relationships with teams and stakeholders to enable effective dialogue exchange between teams