ESDS - Technical Support Manager - Linux/Windows OS (8-12 yrs)

Key Responsibilities :

Technical Leadership & Operations Management :

- Oversee end-to-end technical support operations, ensuring optimal server performance, high availability, & incident resolution.

- Implement best practices for server management, security, & disaster recovery planning.

- Develop & maintain SLA-driven support processes to optimize response & resolution times.

- Lead root cause analysis & implement long-term fixes for recurring issues.

Team Leadership & Development :

- Manage, mentor, & expand a high-performing technical support team.

- Develop training programs to enhance team expertise in Linux, Windows, networking, & cloud technologies.

- Drive employee engagement, performance management, & succession planning.

- Oversee hiring, training, & evaluation processes to build a robust technical support team.

Strategic Planning & Automation :

- Develop & implement automation tools to enhance operational efficiency.

- Identify AI-driven solutions for predictive maintenance & proactive support.

- Define & execute technical roadmaps to align with business goals.

Cross-Departmental Collaboration :

- Coordinate with Sales, Development, & Network Engineering teams to ensure alignment between technical support & business objectives.

- Work closely with product development teams to improve service offerings based on customer feedback & support data.

Customer-Centric Approach & Quality Assurance :

- Enhance customer satisfaction by implementing proactive monitoring & issue resolution frameworks.

- Develop policies to reduce downtime, optimize system performance, & improve first-contact resolution rates.

- Conduct periodic customer satisfaction surveys & implement feedback-driven improvements.

Compliance, Security & Risk Management :

- Ensure compliance with industry security standards & data protection regulations (GDPR, ISO 27001, etc.

- Implement robust security policies, access controls, & data encryption measures.

- Drive continuous risk assessment & mitigation strategies.

Required Skills & Qualifications :

- Strong expertise in Linux & Windows Server Management (administration, troubleshooting, & optimization).

- Hands-on experience with web hosting technologies, cloud platforms (AWS, Azure), & networking.

- Proven leadership in managing large technical support teams.

- In-depth knowledge of ITIL processes, incident management, & escalation handling.

- Excellent problem-solving, analytical, & decision-making skills.

- Ability to automate workflows using scripting languages (Bash, PowerShell, Python, etc.

- Strong communication skills to liaise effectively with internal & external stakeholders.

- Familiarity with ticketing systems, monitoring tools, & remote support technologies.

Experience Level :

- 10+ years of experience in technical support, server management, or IT operations.

- Minimum 10 years of managerial experience leading a large technical team in a hosting, cloud, or IT services company.

Preferred Certifications :

- Red Hat Certified Engineer (RHCE) or Red Hat Certified Architect (RHCA).

- ITIL Foundation Certification.

- PMP