Global Technical Service Delivery Leader

gmp technologies (s) pte ltd; Singapore; On-site; SGD 150,000 - 190,000; Full time

Job summary

GMP Technologies (S) Pte Ltd in Singapore is seeking an experienced Technical Service Delivery Manager to lead the Level 2 Support team and manage critical incidents for telecom operators, ISPs and enterprise customers globally.

You will mentor L2 engineers, drive service quality, ensure timely resolutions, and collaborate with Product Engineering, R&D and Operations to push continuous improvement and customer satisfaction.

Qualifications

• Minimum 7 years of relevant experience in technical support, systems engineering, networking, telecommunications or production operations.
• Proven experience in senior L2/L3 technical support, escalation management or a similar technical leadership role.
• Strong working knowledge of Linux systems and networking technologies, including TCP/IP, DNS, DHCP, routing, VLANs, firewalls and VPNs.
• Familiarity with telecommunications and ISP technologies such as RADIUS/AAA, Diameter, subscriber authentication and DDI will be highly advantageous.
• Experience with virtualization, cloud platforms, monitoring solutions and high-availability production environments.
• Practical knowledge of incident, problem and change management, including RCA and MOP reviews.
• Experience leading, mentoring or developing technical engineers. Formal people-management experience will be advantageous.
• Strong technical leadership skills, with the ability to guide engineers through complex technical challenges without necessarily being directly involved in every troubleshooting task.
• Strong customer-facing communication and stakeholder management skills, particularly in high-pressure escalation situations.

Responsibilities

• Lead, mentor and develop the L2 Systems Engineers, fostering a culture of technical excellence, accountability and continuous improvement.
• Provide technical direction and guidance on complex L2/L3 issues, critical incidents and challenging customer escalations.
• Identify technical gaps, and implement initiatives to improve troubleshooting capabilities and team performance.
• Ensure adequate support coverage and serve as the management escalation point for critical incidents.
• Participate in recruitment, onboarding, training and ongoing development of support engineers.
• Maintain oversight of major, high-priority, ageing and business-critical customer cases.
• Ensure incidents are prioritized, investigated, documented and escalated, with clear ownership and next steps.
• Coordinate with Product Engineering, R&D, Operations and external partners to drive complex technical issues towards resolution.
• Review RCA reports, MOPs and technical recommendations for oversight and improvement.
• Drive investigations into recurring incidents and ensure preventive actions are implemented.
• Document and communicate technical findings, resolutions and lessons learnt to relevant teams and customers.
• Act as the senior technical support contact for key customers and major escalations.
• Build and maintain strong relationships with customer technical, engineering and operational teams.
• Provide clear, proactive updates during major incidents and service-impacting issues.
• Manage customer expectations by communicating findings, recovery plans and next steps.
• Lead or participate in service reviews with key customers to address performance and improvement opportunities.

Skills

Senior L2/L3 support

Linux networking

RADIUS/AAA

Virtualization

Cloud platforms

Incident management

Mentoring engineers

Customer-facing communication

Root cause analysis

Change management

Tools

Monitoring tools

RCA/MOP reviews

Job description

GMP Technologies (S) Pte Ltd in Singapore is seeking an experienced Technical Service Delivery Manager to lead the Level 2 Support team and manage critical incidents for telecom operators, ISPs and enterprise customers globally.

You will mentor L2 engineers, drive service quality, ensure timely resolutions, and collaborate with Product Engineering, R&D and Operations to push continuous improvement and customer satisfaction.