Senior Technical Manager

2 weeks ago

Nashik, Maharashtra, India ESDS Software Solution Limited Full time

We are seeking an experienced Senior Technical Manager at Nashik location to lead & oversee our technical support division in India. This high-impact leadership role requires a strategic thinker with deep expertise in Linux & Windows Server Management, team leadership, & technical operations management. The ideal candidate will drive operational excellence, process automation, customer satisfaction, & security compliance while ensuring seamless 24/7 technical support operations.

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

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