Role Summary
The Technical Operations Manager is responsible for leading day-to-day support operations while providing strong technical oversight. This role focuses on ensuring system stability, SLA compliance, and exceptional customer support while driving operational efficiency and contributing to Maintenance Ratio targets through effective support delivery, automation, and preventive maintenance initiatives.

As a key technical and operational leader, the Technical Operations Manager acts as a bridge between Maintenance, R&D;, Professional Services, Delivery, and Customer Account teams to ensure seamless service delivery and customer satisfaction.

Key Responsibilities :
Support Operations & Service Delivery
- Own end-to-end support operations across assigned customer accounts.
- Ensure 100% SLA compliance and prevent critical escalations.
- Oversee incident, service request, problem, and change management activities.
- Act as the primary escalation point for complex technical and operational issues.
- Ensure timely acknowledgment, communication,



and resolution of all customer tickets.

Technical Leadership
- Provide technical direction and oversight to the Support team.
- Review and approve root cause analysis (RCA) for major incidents.
- Drive permanent fixes by collaborating with R&D; and Qualified Services, avoiding temporary workarounds.
- Lead preventive and predictive maintenance initiatives (database cleanup, performance tuning, application health monitoring, automation).

Problem Management & Continuous Improvement
- Drive problem management through trend analysis and identification of recurring issues.
- Identify and implement automation opportunities to improve efficiency and reduce operational effort.
- Proactively monitor system health and mitigate risks before they impact customers.

Customer Engagement & Governance
- Represent Support in customer governance meetings and operational reviews.
- Ensure accurate and timely MIS, dashboards, and service

📌 Technical Operations Manager (India)
🏢 TARANTULA.NET
📍 India