Technical Service Manager (strong background in .NET web applications and Microsoft Azure)

Technical Service Delivery Manager

Onsite Location Bethesda, MD

Salary - DOE

Hands-on Technical Service Manager with a strong background in .NET web applications and Microsoft Azure cloud technologies to lead global production support for critical Middleware systems in the Hospitality industry.

This role is customer-facing, delivery-critical, and leadership-intensive, requiring strong technical depth, operational rigor, and the ability to assert structure, governance, and prioritization in a fast-paced, high-pressure environment with demanding stakeholders.

Job Description:-

• Bachelors degree in Computer Science, Software Engineering, or a related field (or equivalent experience; 8 additional years of relevant experience may substitute for a degree).
• Strong production support experience in enterprise environments.
• Proven experience supporting .NET web applications in production.
• Hands-on experience with Microsoft Azure, including: Azure Monitor, Application Insights, Log Analytics
• Experience testing and troubleshooting SQL Server and Oracle databases.
• Demonstrated ability to multi-task, prioritize under pressure, and maintain attention to detail.
• Ability to follow and enforce processes while remaining adaptable in dynamic environments.
• Excellent written and verbal communication skills, including executive-level reporting.
• Familiarity with ITIL-based service management practices.
• Strong analytical mindset with the ability to translate technical data into business-relevant insights.

Activities to Perform: -

• Lead and manage a global team of 8 support engineers (onsite, onshore, and offshore), providing clear direction, prioritization, and accountability.
• Act as the primary escalation point for complex incidents, service degradation, and high-impact outages.
• Use Azure Monitor, Application Insights, and Log Analytics to proactively detect issues, perform deep diagnostics, and delegate remediation tasks effectively.
• Oversee 12x5 production support activities and on call service, ensuring compliance with Service Levels (SLAs, OLAs).
• Coordinate incident response, including weekend and on-call coverage, ensuring rapid restoration of service.
• Research, triage, and lead root cause analysis (RCA) for system issues and outages, driving permanent remediation.
• Identify opportunities to improve system stability, performance, scalability, and operational efficiency.
• Ensure system improvements are properly implemented, validated, and monitored post-deployment.
• Serve as a trusted technical liaison between business users, customers, engineering teams, and infrastructure partners.
• Lead weekly and monthly service reviews, providing clear updates on incidents, risks, trends, and improvement initiatives.
• Influence decision-making by presenting data-driven recommendations and clearly articulated trade-offs.
• Produce weekly status reports and service metrics, including incident trends, SLA performance, and improvement actions.
• Measure and monitor team performance at defined checkpoints to ensure delivery on time, within scope, and within budget.
• Conduct training sessions and provide hands-on mentoring to support engineers and less experienced staff.
• Foster a culture of operational excellence, accountability, and continuous learning.