Technical Manager( IT Support)

5 days ago

Singapore ITCAN PTE. LIMITED Full time
Job Role/Level    Technical Manager
Preferred Skills
Brief Job Description   We are seeking a technically proficient and highly responsive Technical Manager Migration Support to lead Level 2 escalation efforts during migration activities. This role is pivotal in supporting L1 migration engineers on the ground by offering expert troubleshooting, rapid issue resolution, and proactive guidance to minimize downtime.
The ideal candidate must demonstrate strong leadership in mentoring engineers. The Technical Manager will be responsible for ensuring high service continuity, maintaining clear documentation of incidents, and driving continuous improvement of migration processes through technical excellence and operational insight.
This role requires close collaboration with L1 teams, infrastructure engineers, project managers, and other cross-functional stakeholders to ensure smooth and efficient migration execution across all phases.
Primary responsibilities -
Act as the primary Level 2 escalation point for migration-related technical issues raised by L1 engineers during user or system migrations. Diagnose complex problems across endpoints, user profiles, or application compatibility. Provide real-time technical assistance to ensure the continuity of migration operations.
Must possess a strong working knowledge of the migration guide, training manuals, and standard operating procedures to ensure consistent adherence to defined processes and best practices during migration activities.
Respond promptly to high-impact or time-sensitive issues with minimal delay, prioritizing business continuity. Lead root cause analysis, assess the severity of incidents, and direct resolution strategies. Collaborate with cross-functional teams (e.g., infrastructure, application) where appropriate.
Proactively reach out to L1 engineers when deeper investigation is needed. Validate incident context and environmental specifics directly with the engineers. Create a feedback loop with L1 to ensure lessons learned are distributed and applied.
Identify repetitive issues or process gaps that cause migration delays. Work with process owners and engineering teams to propose improvements.
Escalate unresolved issues to L3 support in accordance with defined escalation timelines or when resolution exceeds the stipulated response window
Ideal candidate should possess the following:

•      Diploma

•      Strong analytical thinking with structured problem-solving approach

•      Effective communicator with ability to bridge technical and non-technical teams

•      Calm under pressure, with high situational awareness and decision-making confidence

•      Team player with natural mentoring and leadership

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