Technical Manager

( )  Remote (Asia | APAC Time Zone Permitted)

Job Type : Full-Time
Experience : 3 to 5 years
Education : Bachelor Degree

Job Detail

Dare to be #DifferentByDesign? Grab the opportunity to be part of a global organization where Experience is Everything. Enjoy a disruptive workplace as we provide endless learning opportunities, sustainable career development, and an employee centric environment. #OneBoldFuture

Job Summary: The Technical Manager will Oversee the Account Operations, while Leading the Team (i.e. Software Engineers and Senior Software Engineers) to Meet and Exceed Contractual and Company Commitment(s). The incumbent has over-all responsibility for Day-to-Day Operations and; will have strong focus on Staff Morale and Development. As key member of the Operations Leadership, the Technical Support Lead will also be responsible in Monitoring the Continuous Improvement of Processes/Procedure(s), including Key Performance Indicator(s).

Essential Duties and/or Responsibilities:

• Continually Assess Team-Skills And Knowledge to Identify

Training Topic(s) + Schedule Continuing Learning Session/s

• Ensure Customer Service Excellence - and Guaranteed (Or

Committed) Response Time(s), By Actively-Monitoring Both

Support-Email(s) and Ticket(s) - Ensuring all are Resolved in

a Timely & Comprehensive Manner

• Management of Local Client-Relationships and Meeting/s

and - Coach Team-Member(s) - To Effectively-Guide Cust(s)

Towards Using Self-Service-Option(s), in a Service-Oriented

Manner - Ensure Team Member(s) are actively Contributing

To the Improvement of Online-Service(s), by Setting-Proper

Expectations - Contribution Goal(s)

• Review Support-Ticket(s) for Accuracy, and Identify Trends

that might Indicate Product Problem(s) or Cust-Confusion/s

• Track-Identify Frequently-Occurring/High-Impact-Support

Issue(s) To Determine Permanent-Resolution; Track Bug and

Feature Request(s) Status to Stay on Top of Reported-Issues

• Manage and Administer Support Related Documentations

and Knowledge-Article(s), Website(s), FAQ(s) + Wiki(s) - and

Confluence(TM) - In Support of Team-Efficiency/Knowledge

Management - Execution Of Daily-Performance-Report(s) &

Metric(s) To Support Management - Adherence to Resource

and Performance, Change, Release, Escalation-Management

Practices; Capable of Managing 24X7 Support Shift Model/s

Minimum Hiring Qualifications:

• Bachelor's Degree: Information Technology/Comp-Science

Or Engineering - Related-Course(s), with Related-Experience

• 8YEAR(S) of Relevant Experience (ENTERPRISE SOFTWARE

PRODUCT and Supporting Industry) - WITH 5+YEAR(S) IN A


• Excellent Verbal/Written/Listening Skills + Ability to Use all

forms of Communication To Convey Information + Technical

Issue(s) - Formal Presentation/s, Business-Plan(s), Meeting(s)

• Background In Technology/Software-Companies, preferred

But Not Required & Supporting US or EMEA Region is a Plus

• Demonstrated Ability to Effectively Communicate Technical

and Business Issue(s) - and Solution(s) Across Organizational

Levels and with Customer(s); and Experience Interacting with

Customer-Leadership, and User(s) Of Application in Sensitive

Situations; Able to Interact with Cross-Org + Remote Team(s)

• Experience Managing a TEAM + Reporting To Senior-Mgmt

• Performance Analysis and Improvement-Implementations +

Client-Escalation-Handling - Operations-Management (Daily)

Get Hired and Enjoy the Following:

• Competitive Compensation for all Successful Hire(s)

• Collaborative & Challenging-Working-Environment

• Multiple Opportunities for Learning - Development


Work Location: Worldwide Corporate Center, Shaw Blvd.


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