Sr. Technical Manager (Production Support)

Tech Mahindra; Plano (TX); On-site; USD 110,000 - 120,000; Full time

Benefits offered by this job

Medical insurance

Vision insurance

Dental insurance

Life insurance

Disability insurance

Paid time off

Job summary

Tech Mahindra in Plano, TX is seeking a Sr. Technical Manager (Production Support) with 7+ years of program or project management experience to oversee triage and resolution of production incidents, lead RCA, and ensure SLA compliance.

You will mentor Tier1–Tier3 support teams, drive data‑driven improvements, apply ITIL, Agile, and DevOps practices, and may work in rotating shifts; compensation ranges from $110,000 to $120,000 per year plus benefits.

Qualifications

• 7+ years of program or project management experience.
• Oversee triage, prioritization, and resolution of production incidents.
• Lead root cause analysis (RCA) to prevent recurring issues.
• SLA Compliance.
• Experience owning program, end to end delivery, and communicating results to senior leadership.
• Experience using data and metrics to determine and drive improvements.
• Manage Mentor and schedule Tier1, Tier2 and Tier 3 technical support team.
• Experience implementing repeatable processes and driving automation or standardization.
• Strong working knowledge of ITIL frameworks, Agile methodologies, and DevOps practices.
• Knowledge of general AI tools.
• This role may require working in rotational shifts based on business requirements and operational needs.

Responsibilities

• Oversee triage, prioritization, and resolution of production incidents.
• Lead RCA to prevent recurring issues.
• Ensure SLA compliance.
• Communicate results to senior leadership.
• Drive data‑driven improvements.
• Manage and mentor Tier1–Tier3 technical support teams.
• Implement repeatable processes and drive automation/standardization.
• Apply ITIL, Agile, and DevOps practices.
• Leverage AI tools where appropriate.

Skills

Program management

Incident management

Root cause analysis

Data-driven improvements

ITIL

Agile methodologies

DevOps

Team leadership

Automation

AI tools

Tools

AI tools

Job description

At Tech Mahindra (Tech Mahindra | Connected World, Connected Experiences), we live the philosophy of connected world and connected experiences. We thrive on change that is powered by the intelligent symphony of technology and humans designing meaningful and sustainable experiences. Consumer ‘experiences’ are driving and disrupting industries like never before. Businesses must build seamless yet simple enterprises that collaborate, synergize, and drive the change. Change that connects us all and empowers us to deliver experiences that span across the digital, the physical, the convergent, and everything in between. That’s when truly connected experiences manifest.

Extraordinary is when experiences come together – a continuous convergence of digital technologies, touchpoints, and most importantly people. It’s time to reimagine, reinvent, and revolutionize business models & operations as well as to transform enterprises into living, breathing, and connected businesses. We are the Digital Change makers who strive to change the way the world, communities, businesses, and humans interact digitally. We are harnessing the power of change, brought in by technologies, that makes it the most exciting time to be alive in the human history. Our universe, as we build it, disrupt it, and redesign it, is powering the digital change.

Tech Mahindra represents the connected world, offering innovative and customer-centric information technology experiences, enabling Enterprises, Associates, and the Society to Rise. It has 150,000+ professionals working for 1000+ Global Customers (including Fortune 500 companies) in 90 Countries. We’re part of the esteemed Mahindra group, headquartered in India. Under a new CEO, Tech Mahindra is committed to a transformative journey with 'Scale @ Speed' as our guiding principle.

Sr. Technical Manager (Production Support)

Job Summary:

7+ years of program or project management experience.

Oversee the triage, prioritization, and resolution of production incidents. Lead root cause analysis (RCA) to prevent recurring issues. SLA Compliance.

Experience owning program , end to end delivery, and communicating results to senior leadership.

Experience using data and metrics to determine and drive improvements.

Manage Mentor and schedule Tier1 ,Tier2 and Tier 3 technical support team.

Experience implementing repeatable processes and driving automation or standardization.

Strong working knowledge of ITIL frameworks, Agile methodologies, and DevOps practices.

Knowledge of general AI tools.

This role may require working in rotational shifts based on business requirements and operational needs.

The pay range for this role is $110,000- $120,000 per annum including any bonuses or variable pay. Tech Mahindra also offers benefits like medical, vision, dental, life, disability insurance and paid time off (including holidays, parental leave, and sick leave, as required by law). The exact offer terms will depend on the skill level, educational qualifications, experience and location of the candidate.

“Tech Mahindra is an Equal Employment Opportunity employer. We promote and support a diverse workforce at all levels of the company. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, age, national origin, or disability. All applicants will be evaluated solely on the basis of their ability, competence, and performance of the essential functions of their positions with or without reasonable accommodations. Reasonable accommodations also are available in the hiring process for applicants with disabilities. Candidates can request a reasonable accommodation by contacting the company ADA Coordinator at [e-mail].”