Technical Manager - Team Manager

Sutherland Global; Hyderabad; On-site; INR 2,500,000 - 3,500,000; Full time

Job summary

Sutherland Global in Hyderabad, India seeks an experienced manager to lead a team of 10–15 technical support engineers, driving KPI achievement and coaching performers to excellence. You will document interactions in Tenable Salesforce and escalate issues to other teams as needed.

You will work with Product Management and R&D to channel customer feedback and expand Nessus Knowledgebase content, while strengthening cross-functional relationships and maintaining service quality.

Qualifications

• Experience supporting a tech program.
• Experience managing a team of 10–15 TSEs.
• Knowledge of networking, Linux/Unix, macOS, Windows administration.
• Strong leadership and people management skills.
• Ability to manage multiple schedules and initiatives.

Responsibilities

• Utilize Tenable Salesforce to document support interactions and escalate issues to other teams.
• Analyze and advance complex technical issues for the team.
• Ensure customer feedback is channeled into Product Management and R&D.
• Identify opportunities to enhance Nessus Knowledgebase content with the support team.
• Collaborate with Sales, Customer Advocacy, R&D, and Operations.
• Mentor and coach a team of technical support engineers.
• Oversee daily operations, ensure SLAs and quality standards.
• Develop and implement support strategies, processes, and improvements.
• Monitor KPIs and report team performance to senior management.
• Handle escalated customer issues as a point of contact for high-priority problems.

Skills

MS Office

Analytical skills

Communication skills

Team player

Leadership

Time management

Job description

Company Description:

Artificial Intelligence. Automation. Cloud Engineering. Advanced Analytics.
For Enterprises, these are key factors of success. For us, they're our core expertise.

We work with global iconic brands. We bring them a unique value proposition through market-leading technologies and business process excellence. At the heart of it all is Digital Engineering - the foundation that powers rapid innovation and scalable business transformation.

We've created 363 unique and independent inventions, 250 of which are AI-based and rolled up under several patent grants in critical technologies. Leveraging our advanced products and platforms, we drive digital transformation at scale, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless "as-a-service" model.

For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. With proven strategies and agile execution, we don't just enable change - we engineer digital outcomes.
Sutherland
Digital Outcomes.

Job Description:

Managers in this role get to: Impact the Bottom Line: Drive the performance of a team of Consultants, meeting and exceeding all KPI targets. Strengthen Relationships: Manage attrition, shrinkage, and other critical metrics of the team. Influence the Lives of Others: Coach and mentor Consultants, providing feedback and performance management. Keep Management Updated: Inform leadership on the latest trends of end-user customers and provide feedback to Ops Managers. Define Sutherland's Reputation: Drive organizational initiatives within the team from time to time.

• Utilize Tenable Salesforce instance to document all support interactions and advance issues to other support teams per documented processes.
• Analyze and advance complex technical issues to support the team.
• Ensure customer feedback is properly channeled into Product Management and Research & Development
• Identify opportunities to improve or add content to the Nessus Support Knowledgebase and work with the support team to get the content added so it can be re-used.
• Work closely and build relationships with the rest of the Tenable team, including Sales, Customer Advocacy, Research & Development, and Operations
• Manage and mentor a team of technical support engineers, providing regular coaching and performance feedback.
• Oversee the daily operations of the support team, ensuring adherence to service level agreements (SLAs) and quality standards.
• Develop and implement support strategies, processes, and procedures to improve efficiency and customer satisfaction.
• Monitor key performance indicators (KPIs) and report on team performance to senior management.
• Handle escalated customer issues and act as a point of contact for high-priority technical problems.

Qualifications:

Our most successful candidates will have:

• Be able to work in MS Office
• Be able to work in a fast-paced environment
• Be pro-active in developing trust and professional rapport with employees and team members; work as a team-player
• Have strong analytical skills; be able to interpret data, identify trends, and make suggestions for improvements
• Have strong verbal and written communication skills; be able to communicate in a clear, constructive, and professional manner

• Minimum of 2-4 years’ experience in supporting a tech program.
• Experience in managing a team of 10 to 15 TSEs.
• Working knowledge of networking, Linux/Unix, macOS, Windows administration, patch deployment and system configuration.
• Demonstrated leadership/people manager skills; the ability to take the lead in making improvements and resolving issues.
• Knowledge of metrics, their measurements, thresholds, targets and process owners.
• Strong customer-orientation when managing communications and issues.
• The ability to efficiently manage time and keep track of multiple schedules, meetings, and initiatives.
• People management expert: Highest level of people management skills and conflict resolution skills; mentoring and training, including team building and morale boosting exercises.
• A pro-active attitude towards developing trust and professional rapport with team members; the ability to be a team-player.

Additional Information:

All your information will be kept confidential according to EEO guidelines.