Manager, Technical Services

NextGenEnergyJobs; Bengaluru; On-site; INR 3,000,000 - 6,000,000; Full time

Benefits offered by this job

Flexible time off

Wellness resources

Company-sponsored team events

Job summary

NextGenEnergyJobs in Bangalore is seeking a Manager of Technical Services to build, mentor, and scale a 24x7 front-line engineering team delivering rapid, high-impact resolutions for global enterprise customers.

You will collaborate closely with Engineering, Product Management, and Global Support to modernize support workflows, eliminate bottlenecks, and cultivate a culture of technical excellence and continuous improvement ensuring reliable storage environments for customers.

Qualifications

• Engineering leadership experience in fast-paced tech organizations.
• Proven ability to recruit, grow and lead technical teams.
• Strong understanding of incident management and service delivery.

Responsibilities

• Build, mentor, and scale a 24x7 front-line engineering team in Bangalore.
• Partner with Engineering, PM, and Global Support to modernize workflows.
• Cultivate technical excellence and drive continuous innovation.
• Coordinate cross-functional escalations to deliver swift solutions.
• Translate telemetry into documentation and product improvement ideas.

Skills

Leadership

Incident management

Operational excellence

Cross-functional collaboration

Stakeholder communication

Tools

Linux

VMware

Windows

ITSM (ITIL)

Job description

And because we understand the value of bringing your full and best self to work, we offer a variety of perks to manage a healthy balance, including flexible time off, wellness resources, and company-sponsored team events.

Key Responsibilities

• As the Manager of Technical Services, you will build, mentor, and scale our 24x7 front-line engineering team in Bangalore to deliver rapid, high-impact resolution for global enterprise customers. In this high-visibility role, you will partner closely with Engineering, Product Management, and Global Support teams to modernize support workflows and eliminate operational bottlenecks. Your mission is to cultivate a culture of technical excellence and continuous innovation, ensuring our customers experience seamless reliability across their storage environments.
• Scale and Develop Engineering Talent: Lead, coach, and empower a high-performing technical support team through tailored career pathing, rigorous performance management, and continuous technical upskilling.
• Optimize 24x7 Operational Performance: Establish scalable operational workflows, shift schedules, and process improvements across the 24x7 array monitoring function to elevate resolution speed and service quality KPIs.
• Orchestrate Cross-Functional Escalations: Serve as the escalation leader for critical customer issues, coordinating seamlessly with Engineering, Product Management, and Customer Success to deliver swift technical solutions.
• Drive Strategic Quality Initiatives: Translate customer telemetry and operational insights into actionable documentation, proactive monitoring enhancements, and product improvement recommendations.

Requirements

• Engineering People Leadership: Proven ability to recruit, grow, and inspire technical support or service delivery teams within high-growth, fast-paced technology organizations.
• Incident Management & Technical Aptitude: Expertise in triaging complex hardware and enterprise software issues, paired with functional knowledge of enterprise operating systems (such as Linux, VMware, or Windows) and IT service management principles.
• Operational Excellence & Agility: Strong track record of implementing process improvements, managing flexible 24x7 shift operations, and participating in leadership on-call rotations to maintain continuous service availability.
• Cross-Functional Collaboration & Communication: Exceptional stakeholder management skills with the ability to navigate complex escalations and align business units around customer success.
• Location: We are primarily an in-office environment and therefore, you will be expected to work from the Bangalore office in compliance with Pure’s policies, unless you are on PTO, or work travel, or other approved leave.