Senior Manager of Technical Operations

3 weeks ago


New York, New York, United States Guidepoint Full time
About the Role

The Senior Manager of Technical Operations will oversee daily operations of the support team to ensure adherence to service level agreements (SLAs). The role requires monitoring support tickets and ensuring timely resolution of customer issues.

The successful candidate will coordinate and collaborate with global engineering and product teams for timely release of support defects.

This position involves working with SRE engineers to coordinate knowledge sharing, dashboards, and incident management.

The ideal candidate will support agents and engineers with coaching, mentoring, and performance feedback.

This role requires handling escalated customer issues and ensuring satisfactory resolution.



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