Technical Delivery Manager – Level 2 API Support

System One; Vienna (VA); Remote; USD 90,000 - 130,000; Full time

Job summary

A leading company is seeking a Technical Delivery Manager to oversee Level 2 API support operations in a 24x7 environment. This role is key to ensuring the stability and performance of enterprise API services within financial operations. The ideal candidate will have strong leadership skills and a proven track record in managing API support at scale.

Qualifications

• 5+ years in technical support or operations management.
• 3+ years focused on API support in 24x7 environments.
• Proficiency in ITIL processes.

Responsibilities

• Lead Level 2 support team for critical API services.
• Oversee incident resolution and documentation.
• Manage support schedules and resource allocation.

Skills

Leadership

Communication

Problem Management

Documentation

Scheduling

Tools

API management platforms

AWS

Azure

Job description

Job Title: Technical Delivery Manager – Level 2 API Support
Location: REMOTE
Pay Rate: Open to Both C2C and W2 options
Position Type: Multiyear Contract

Description
We are seeking a seasoned Technical Delivery Manager to oversee our client's Level 2 API support operations within a high-stakes, 24x7x365 production environment.
This role is critical to ensuring the stability, performance, and continuous improvement of our enterprise API services, which are integral to our banking operations.
The ideal candidate will have a proven track record in managing API support at scale, particularly in financial services, and possess strong leadership skills to guide cross-functional teams.

Key Responsibilities
24x7x365 API Support Management: Lead and manage the Level 2 support team responsible for the continuous operation of critical API services, ensuring high availability and performance.
Incident & Problem Management: Oversee the identification, resolution, and documentation of complex incidents and problems, ensuring root cause analysis and preventive measures are implemented.
Scheduling & Resource Allocation:Develop and manage support schedules, ensuring adequate coverage for all shifts and efficient allocation of resources to meet service level agreements (SLAs).
Documentation & Knowledge Management: Maintain comprehensive documentation, including Standard Operating Procedures (SOPs), troubleshooting guides, and knowledge base articles, to facilitate efficient support and onboarding.
Training & Development: Provide ongoing training and mentorship to support staff, fostering a culture of continuous improvement and technical excellence.
Stakeholder Communication: Serve as the primary point of contact for internal stakeholders, including development, operations, and business units, ensuring clear and timely communication regarding support activities and issues.
Performance Monitoring & Reporting: Utilize monitoring tools to track API performance metrics, identify trends, and report on support activities, ensuring alignment with business objectives.

Required Qualifications
Experience: Minimum of 5 years in a technical support or operations management role, with at least 3 years focused on API support in a 24x7x365 production environment.
ITIL Knowledge: Proficiency in ITIL processes, including incident, problem, and change management, with a focus on continuous improvement.
Scheduling & Resource Management: Experience in developing and managing support schedules, ensuring optimal coverage and resource utilization.
Documentation Skills: Ability to create and maintain detailed technical documentation and knowledge base articles.
Communication: Excellent verbal and written communication skills, with the ability to interact effectively with technical and non-technical stakeholders.

Preferred Qualifications
Industry Experience: Previous experience in managing API support for a large financial institution or enterprise-scale organization.
Certifications: Desire PMP and/or ITIL Foundation certification or higher; additional certifications in API management or cloud services are a plus.
Technical Expertise: Strong understanding of RESTful APIs, API management platforms (e.g., Apigee, Kong), and cloud services (e.g., AWS, Azure).
Leadership Skills: Demonstrated ability to lead and mentor a technical support team, fostering a collaborative and high-performance environment.

Ref: #850-Rockville (ALTA IT)