**Company description** **Role Overview** The Technical Support Specialist is responsible for driving the strategy, processes and improvements for technical support operations. This role focuses on optimizing Incident management, triaging and service delivery while ensuring the support Engineer’s efficient and scalable support. This Role Requires strong technical background in Database (SQL) to effectively collaborates with engineering, DevOps, cloud teams. The Manager will collaborate with ITSM platforms to enhance support workflows, implement automation and improve user experience. **Key Responsibilities** **Support Strategy & Operations** + Develop and implement the vision, strategy, and roadmap for Tier I and Tier II support Engineers. Ensure alignment of support team capabilities with business objectives and service-level agreements (SLAs). + Define and Optimize support workflows, ensuring efficient incident tracking, escalation, and resolution. + Identify process inefficiencies and introduce automation or workflow improvements to enhance operational effectiveness. + Establish and maintain best practices for support operations, ensuring seamless coordination between teams. **I** **ncident & Problem Management** + Oversee incident triage, prioritization, and resolution, ensuring adherence to SLAs and key performance indicators (KPIs). + Implement ITIL-based problem management to reduce recurring incidents and drive root cause resolution. + Develop proactive monitoring and alerting strategies to reduce downtime and improve incident response times. + Regularly analyze support trends to implement corrective actions and enhance issue prevention. **Technical Expertise & Collaboration** + Hands-on SQL expertise to mentor the team in query optimization, debugging, and troubleshooting. + Strong understanding of cloud environments (AWS, Azure, or GCP) to support infrastructure troubleshooting and performance monitoring. + Collaborate closely with Engineering, DevOps, and Cloud teams to improve monitoring, alerting, and debugging processes. + Streamline release and change management, ensuring Tier II teams have visibility into issue resolution. + Work with development teams to ensure support feedback drives product stability and automation improvements. **Process & Workflow Optimization** + Identify process bottlenecks in areas like user provisioning, client migrations, and backend workflows to introduce automation and efficiency improvements. + Improve knowledge management, ensure documentation, SOPs, and best practices are continuously updated. **Stakeholder & Leadership Management** + Lead and mentor a team of Support Engineers, fostering a culture of continuous learning and technical excellence. + Partner with internal business teams, IT leaders, and engineering teams to define and refine support expectations. + Conduct regular support business reviews, ensuring the team's performance aligns with business needs. + Establish clear communication channels for escalations, updates, and incident reporting. + Report on team efficiency and key improvements to business and leadership. **Qualifications** **Technical Skills** + **8+ years** of experience leading multiple support Engineers + **Hands-on SQL** expertise to simplify and mentor team in optimizing and troubleshooting SQL queries. + **Application & Database Troubleshooting:** Proficiency of SQL and NoSQL databases (MSSQL, PostgreSQL, MongoDB). + **ITSM & Incident Management:** Jira Service Management for ticketing and workflow automation. ITIL-based Incident, Change, Problem and Request Management. + **Cloud & Infrastructure Support:** AWS fundamentals (compute, storage and networking) Understanding of IAM, SSO, MFA for access management. Exposure to containerized environment (Kubernetes, ECS, EKS) + **Monitoring & Logging:** Experience with Cloud Watch, Prometheus, Grafana for system monitoring. + **Security & Compliance** – Understanding of IAM, Security Audits and compliance requirements. **Soft Skills & Leadership Qualities:** + Strategic thinking & process optimization for scaling support operations. + Strong Communication & Collaboration across IT and Business teams. + Problem solving mindset with a focus on proactive issue resolution. + Ability to lead change management initiatives in support workflows.