Engineering Manager

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field; or equivalent work experience.
• 5-8 years' experience in managing technical support teams, preferably in a Day 2 operations environment.
• Strong technical background in one of the following: Networking, UC, and/or HPC and compute technologies.
• Excellent leadership, communication, and interpersonal skills.
• Ability to manage multiple priorities and work effectively in a fast-paced environment.
• Strong problem-solving skills and a customer-focused mindset.
• Relevant certifications (e.g., CCNP, CCIE, MCSE, VCP) are a plus.

Working Conditions:

• Availability for on-call support and after-hours work as needed.

#LI-PR1

The Day 2 Operations Manager is responsible for overseeing and managing Tier 2, Tier 3, and Tier 4 engineers who specialize in Networking, Unified Communications (UC) and Collaboration, High-Performance Computing (HPC), and data center compute technologies. This role ensures the efficient and effective operation of post-deployment support and maintenance activities, driving continuous improvement and customer satisfaction.

Key Responsibilities:

Team Leadership and Management:

• Lead, mentor, and manage a team of Tier 2, Tier 3, and Tier 4 engineers.
• Foster a collaborative and high-performance culture within the team.
• Conduct regular performance reviews, provide professional development opportunities, and team performance management.
• Set measurable team objectives
• KPI reporting to Sr. Leadership to demonstrate team performance

Operational Oversight:

• Oversee day-to-day operations of post-deployment support activities.
• Ensure timely and effective resolution of technical issues and escalations.
• Monitor and manage workload distribution among team members.

Technical Expertise:

• Provide technical guidance and support to engineers specializing in Networking, UC and Collaboration, HPC, and datacenter compute technologies.
• Stay updated with the latest industry trends and technologies to ensure the team's skills remain current.

Customer Satisfaction:

• Maintain high levels of customer satisfaction by ensuring prompt and effective resolution of issues.
• Act as a point of escalation for complex technical problems and customer concerns.
• Develop and maintain strong relationships with key customers and stakeholders.

Process Improvement:

• Identify and implement process improvements to enhance operational efficiency and service quality.
• Develop and maintain standard operating procedures and best practices.
• Monitor key performance indicators (KPIs) and metrics to drive continuous improvement.

Collaboration and Communication:

• Collaborate with other departments, including Sales, Engineering, and Project Management, to ensure seamless service delivery.
• Communicate effectively with internal and external stakeholders to provide updates and gather feedback.
• Prepare and present regular reports on operational performance and team activities.