Manager, Technical Support & Operations

Role Overview

The Technical Support& OperationsManager is accountable for managing and improving platform support operations for a regiondomainor platform portfolio. The role requires technical acumen problem-solvingstrengthand the ability to lead support teams delivering reliableefficientand customer-focused service acrossXvantage X4V XI and related marketplace capabilities.

The managerestablishesoperational standards performance discipline escalation paths documentation knowledgepracticesand continuous improvement routines. The role collaborates closely with global support teams Product Engineering Operations VendorManagementand external partners to resolve issues and improve platform reliability and customer experience.

Key Responsibilities

• Leadmentorand manage a technical support team responsible for platform support operational stability ticket resolutionescalationsand customer/vendor experience.

• Set clearobjectives performance standards operatingexpectationsand feedback routines to improve productivityengagementand ownership.

• Oversee daily support operations ensuring user issues are triaged progressedresolvedand escalated effectively.

• Establish andmaintaintiered or swarming support models for escalations complexissuesand critical incidents coordinating with global and cross-functional teams as needed.

• Serve asescalationpoint for unresolved technical issues partnering with Product Engineering SRE DevOps Vendorteamsand external partners to drive resolution.

• Define and track operational KPIs such as MTTR CSAT initial response KCS success rate ticket volume re-open rate bugconversionand cost-to-serve improvements.

• Identifyrecurring issues and process gaps; implement long-term solutions streamlined processes automationopportunitiesand continuous improvement actions.

• Ensure compliance with regional data privacy security support operating standards anddocumentation practices.

• Develop training plans knowledge assetsrunbooksand documentation to strengthen team capability and reduce reliance on tribal knowledge.

• Provide regular updates to leadership on operational performance risks escalations customer impact vendorissuesand progress against improvement objectives.

Required Experience & Skills

SuccessMetrics

• Improved MTTR CSAT response discipline KCSadoptionand overall support quality.

• Reduced recurring issues avoidable escalations ticketvolumeand cost-to-serve.

• Strongersupportreadiness for launches releases vendoronboardingand platform transitions.

• Higher team capability through training knowledge management documentedrunbooksand consistent operating standards.

• Improved collaboration with Product Engineering Vendor Management and Operations on systemic issue resolution.