TechOps & Support Lead

Cairo, Egypt

Sumerge’s Support team sets new standards of customer experience. Through immense support and instant problem solving, our support engineers fulfill our customers’ desires by exploring new technology areas, products, and multi-technology solutions.

The Support team takes our deep technical expertise and tailor proficient solutions according to the clients’ needs and goals allowing them to grow and solve their biggest business challenges by getting the most out of our offerings.

Ultimately, you will be a person our clients trust. They will rely on you to provide timely and accurate solutions to their technical problems.

Responsibilities:

• Manages and oversees the daily operations by assigning/scheduling work to department members based on competencies.
• Monitors Operations Support processes, identifies any gaps that may occur, and determines courses of action to adjust and correct.
• Provides monitoring solution by using monitoring tools to have an effective sensor on every layer of the solution and reporting the health of the overall solution owned.
• Manages client expectations by committing to SLAs, performing quality reviews and escalating critical situations to Support Management.
• Participates in root cause analysis and communicates findings to customers.
• Identifies, clearly communicates, and plans how to meet department/team goals and define and communicate team members’ roles
• Identifies training and development needs and coaches team members on achieving goals
• Recruits and selects high performers, develops talent, and recognizes performance
  

Qualifications:

• Bachelor’s degree in Computer Science, Engineering or a related field
• 8+ years of relevant experience
• Previous team leadership experience is required