Technical Operations Manager (JL5)

About the Role

We are seeking a highly motivated and customer-focused Technical Operations Manager to lead a team of Technical Support Engineers supporting Adobe Experience Manager

(AEM), Adobe Commerce (Magento), DAM, Scene7, and related cloud technologies. The successful candidate will be responsible for driving operational excellence, managing customer escalations, developing technical talent, and ensuring exceptional customer experiences across a global support environment.

This role requires a blend of solid people leadership, technical expertise, business acumen, and customer advocacy. The Manager will partner closely with Product,

Engineering, Cloud Operations, and Customer Success teams to deliver world-class support services while continuously improving operational performance and customer satisfaction. The role will oversee support domains including AEM, Commerce Cloud, CMS technologies, web infrastructure, performance troubleshooting, and enterprise customer support operations.

Key Responsibilities

Team Leadership & Talent Development

Lead, mentor, and develop a high-performing team of Technical Support Engineers.

Drive employee engagement, coaching, career development, and succession planning initiatives.

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Conduct performance reviews, goal-setting discussions, and regular feedback sessions.

Foster a culture of accountability, excellence, collaboration, and customer obsession.

Build technical and leadership capabilities within the team through structured learning and development programs.

Service Delivery & Operational Excellence

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Own day-to-day support operations and ensure consistent delivery against service level agreements (SLAs).

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Monitor and improve key performance indicators including CSAT, SLA attainment,

resolution time, backlog health, and escalation volumes.

Drive operational governance through regular business reviews, performance analysis, and action planning.

Identify trends, risks, and recurring issues to proactively improve service outcomes and customer experience.

Ensure compliance with support processes, documentation standards, and quality expectations.

Customer & Escalation Management

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Serve as the primary leadership escalation point for critical customer issues and service-impacting incidents.

Champion customer needs and advocate for customer success across internal teams.

Lead high-severity incident management, ensuring timely communication,

stakeholder alignment, and issue resolution.

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Build strong relationships with enterprise customers and internal stakeholders.

Drive customer retention through exceptional support experiences and proactive engagement.

Technical Leadership

Provide leadership and guidance for complex technical issues involving:

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Adobe Experience Manager (AEM)

Adobe Commerce (Magento)

Content Management Systems (CMS)

Cloud Infrastructure

Enterprise Web Applications

Performance Engineering

Database Technologies

Integrations and Migrations

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Review and guide troubleshooting eorts involving:

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JVM Performance Tuning

Heap Dump Analysis

Thread Dump Analysis

Web Application Performance

Database Performance Issues

Infrastructure Challenges

Security Vulnerabilities

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Partner with Engineering and Product teams to resolve product defects and drive permanent corrective actions.

Cross-Functional Collaboration

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Collaborate with Product Management, Engineering, Cloud Operations, Customer

Success, and Professional Services teams.

Inuence product improvements by sharing customer feedback, recurring issues,

and enhancement opportunities.

Participate in strategic initiatives, product readiness programs, and support transformation eorts.

Drive alignment across global teams to improve customer outcomes and operational eiciency.

Knowledge Management & Continuous Improvement

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Drive creation and maintenance of knowledge articles, troubleshooting guides,

runbooks, and operational documentation.

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Lead root cause analysis (RCA) reviews for critical incidents and recurring issues.

Identify opportunities for automation, process optimization, and service innovation.

Promote a knowledge-sharing culture to improve rst-contact resolution and reduce escalations.

Required Qualications

Education

Bachelor's or Master's Degree in Computer Science, Information Technology,

Engineering, or a related discipline.

Experience

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7-12 years of experience in enterprise software support, cloud operations, technical services, or customer support organizations.

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Minimum 2 years of experience leading technical support or customer-facing engineering teams.

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Experience supporting enterprise SaaS, cloud, CMS, or e-commerce platforms.

Proven experience managing customer escalations and service-critical incidents.

Technical Expertise

Strong understanding of

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Adobe Experience Manager (AEM)

Adobe Commerce / Magento

Java / J2EE Technologies

REST APIs and Web Services

HTML, CSS, JavaScript, AJAX

Apache, NGINX, IIS

Linux and Unix Operating Systems

MySQL and Relational Databases

Redis, CDN, DNS and SSL

Cloud Hosting Platforms and SaaS Architectures

Enterprise Web Application Architecture

Application Performance and Monitoring Tools

Preferred knowledge of

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JVM Tuning

Heap & Thread Dump Analysis

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Security and Vulnerability Management

Infrastructure Troubleshooting

System Integrations and Migration Projects

Cloud-Native Technologies

Leadership Competencies

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Customer First Mindset

Strong People Leadership and Coaching Skills

Executive Presence and Stakeholder Management

Strategic Thinking and Problem Solving

Data-Driven Decision Making

Continuous Improvement Orientation

Conict Resolution and Negotiation Skills

Ability to Lead During Ambiguity and Critical Situations

Excellent Communication and Presentation Skills

Success Metrics

Success in this role will be measured through:

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Customer Satisfaction (CSAT)

SLA Performance

Escalation Reduction

Incident Resolution Eectiveness

Team Engagement & Retention

Quality and Compliance Scores

Backlog Management

Operational Eiciency Improvements

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Knowledge Management Contributions

Talent Development and Leadership Eectiveness

Why Join Us?

This is an opportunity to lead a highly skilled team supporting some of the world's most recognized digital experience and commerce platforms. You will play a critical role in shaping customer success, driving operational excellence, inuencing product improvements, and building the next generation of support leaders and technical experts.

Job Title: Technical Operations Manager

Function: Technical Support / Customer Engineering

Experience: 7-12 Years

Location: Bangalore

Shift: Global Support Coverage / Leadership Availability During Major Incidents

CALL: HR HATIR: (phone hidden)/ HR FATEMA :(phone hidden)

EMAIL: [email protected] / [email protected]

NOTE: THIER ARE MULTIPLE OPENING FOR ALL THE LEVELS SALARY UPTO - 24LAC

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