Senior Technical Manager - Customer Support

Roles & Responsibilities:

• Understand customer problems and provide timely, effective solutions
• Implement permanent and reusable fixes to recurring issues
• Translate requirements into actionable tasks for developers to develop, troubleshoot, and debug software programs
• Take a hands-on approach to resolve critical production issues within SLAs
• Analyze application, database, and system logs to perform performance tuning activities
• Collaborate with delivery managers on project estimations, backlog management, release planning, and delivery timelines
• Facilitate problem management and root cause analysis (RCA) meetings to implement preventive actions
• Ensure product quality, compliance with user requirements, and adherence to internal/external audit standards
• Develop and maintain informative, coherent, and usable project documentation, runbooks, and reports
• Review and approve patches for rele...