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 release to customer environments Develop reusable tools and productivity improvement solutions for the support team