Senior Technical Delivery Lead - Global IT & Network Support

gmp technologies (s) pte ltd; Singapore; On-site; SGD 180,000 - 240,000; Full time

Job summary

GMP Technologies (S) Pte Ltd is seeking an experienced Technical Service Delivery Manager to lead and grow a global Level 2 Technical Support team serving telecom operators, ISPs and enterprise customers. You will drive support excellence, manage critical escalations and ensure timely, high-quality service delivery.

You will mentor L2 engineers, provide technical direction on complex issues, oversee major incidents and ensure cases progress toward concrete resolutions, work with Product

Qualifications

• Minimum 7 years of relevant experience in technical support, systems engineering, networking, telecommunications or production operations.
• Experience in senior L2/L3 technical support, escalation management or a similar technical leadership role.
• Strong Linux and networking knowledge, 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.
• Ability to understand and guide troubleshooting across multiple technology layers: network, OS, applications and databases.
• 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 supporting mission-critical or carrier-grade environments is advantageous.
• Experience leading, mentoring or developing technical engineers; formal people-management experience is advantageous.
• Strong technical leadership, ownership and ability to coordinate multiple teams toward resolution.
• Excellent written and verbal communication and strong technical documentation skills.
• Proactive mindset with focus on service quality, efficiency and continuous improvement.

Responsibilities

• Lead, mentor and develop the L2 Systems Engineers, fostering a culture of technical excellence and continuous improvement.
• Provide technical direction on complex L2/L3 issues, critical incidents and challenging customer escalations.
• Identify competency and process gaps, implementing initiatives to improve troubleshooting and team performance.
• Ensure adequate support coverage and act as management escalation point for critical incidents.
• Participate in recruitment, onboarding, training and ongoing development of support engineers.
• Maintain oversight of major, ageing and business-critical customer cases.
• Prioritise, investigate, document and escalate incidents with clear ownership and next steps.
• Coordinate with Product Engineering, R&D, Operations and external partners to drive complex issues to resolution.
• Drive investigations into recurring incidents and implement corrective actions.
• Document key findings, resolutions and lessons learnt to relevant teams and customers.
• Act as senior technical support contact for key customers and major escalations.
• Build strong relationships with customer technical, engineering and operations teams.
• Provide proactive updates during major incidents and service-impacting issues.
• Manage customer expectations with clear recovery plans and next steps.
• Lead service reviews with key customers to address performance and improvement opportunities.
• Collaborate with Sales and Account Management on significant issues impacting satisfaction.
• Monitor SLA compliance and service commitments; maintain effective support workflows and guidelines.
• Review trends and ageing cases and take proactive risk-mitigation actions.
• Promote consistent incident, problem and change management practices.

Skills

Linux systems

Networking

TCP/IP

DNS

DHCP

Routing

VLANs

Firewalls

VPNs

RADIUS/AAA

Diameter

Subscriber auth

DDI

Virtualization

Cloud platforms

Monitoring tools

High-availability

Incident management

Leadership

Mentoring

Documentation

Job description

GMP Technologies (S) Pte Ltd is seeking an experienced Technical Service Delivery Manager to lead and grow a global Level 2 Technical Support team serving telecom operators, ISPs and enterprise customers. You will drive support excellence, manage critical escalations and ensure timely, high-quality service delivery.

You will mentor L2 engineers, provide technical direction on complex issues, oversee major incidents and ensure cases progress toward concrete resolutions, work with Product