Technical Manager
3 days ago
**Responsibilities**:
- Build and manage technical, service delivery and helpdesk to meet SLA-driven delivery standards,
- Assist sales in technical pre-sales solutioning and provide quality service delivery after sales has secured the deal to obtain customer satisfaction
- Manage customers and instill confidence in them on our ability to deliver - both pre-sales and post-sales - and propose ways on how to improve continuously to ensure continued customer satisfaction
- Evaluate and manage outsourced partners to ensure that they adhere to our technical delivery standards
- Handle post-sales technical/delivery crisis and service call escalations
- Handle technical field/onsite jobs (hardware break/fix)
- Spot for potential sales opportunities and pass the leads to sales to close the deal
- Ensure operational resource optimization in terms of technical and delivery
- Ensure delivery readiness by working with both external and internal stakeholders for all post-sales matters
- Identify process/procedure bottlenecks & offer solutions for continuous improvement
- Prepare technical/service delivery related monthly reports for business to monitor the operations effectively
- Support new business go-to-market strategies for any technical/service-related activities
- Provide coaching and guidance to ensure maximum efficiency, if there is a team
- Any other ad-hoc assigned by superior
**Requirements**:
- Bachelor’s in Computer Science, Information Systems or any relevant disciplines.
- Proficient in Microsoft Office, SAP
- At least 10 years of relevant experience in similar capacity
- Experience in independent hardware maintenance, services delivery
- Good knowledge of Servers/Storage/Networking/OS
- Have hands-on field experiences for hardware break/fix (Unix, Sun, x86, Networking, storage, etc.)
- Prior regional exposure performing remote L2/L3 support
- Prior experience in working with helpdesk in remote L2/L3 support implementation
- Excellent communication and presentation skills
- Experience in crisis management
- Thrive in a fast-paced collaborative environment
- Demonstrated people and strategic leadership
- Team player, openness towards different cultures
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