Technical Operations Manager

Own end-to-end support operations across assigned customer accounts, ensuring 100% SLA compliance and preventing critical escalations. Oversee incident, service request, problem, and change management activities while acting as the primary escalation point for complex technical issues. Provide technical direction to the Support team by reviewing root cause analyses and driving permanent fixes through collaboration with R&D and Professional Services. Lead preventive maintenance initiatives including database cleanup, performance tuning, and automation to improve efficiency. Drive problem management via trend analysis and implement automation opportunities to reduce operational effort. Mentor support engineers, build technical depth within the team, and groom potential second-line leaders. Represent Support in customer governance meetings, communicate risks to stakeholders, and ensure accurate MIS reporting.