Technical Support Manager

**Technical Support Manager - Cyber Security**:
Wärtsilä is a world leader in marine technology and leading the industry's transformation towards a decarbonised and sustainable future. With the world’s widest portfolio and service network, we - Wärtsilians - deliver efficient, safe and sustainable integrated products and solutions to enhance the business of our customers. The opportunities presented through digitalisation and new technologies are offering a new era of shipping. Did you know that shipping is the world’s most efficient mode of transportation and that approximately 90% of world trade is carried by sea?

We want to change the course towards an interconnected and cleaner maritime future and are constantly on the lookout for future-oriented talent to join our team and to work towards enabling sustainable societies through innovation in technology and services - together. Are you ready to jump onboard?

As ANCS (Automation, Navigation & Control Systems), we transform how vessels perform to create the safest and most efficient journey for our customers - always with the vision in mind to navigate towards a more sustainable maritime industry. With our rich history of pioneering maritime technologies, we have defined industry benchmarks.

To be better tomorrow, we need the right talents today to complement our strong team of 650 employees in over 10 countries across the globe with the right skills, experience, and a winning attitude.

As the Technical Support Manager - Cyber Security, you will play a pivotal role in building and optimizing technical support processes while adhering to the latest cyber security standards. Your primary focus will be on delivering exceptional customer support experiences and safeguarding our onboard systems against cyber threats and if so, support fast recovery.

**About the position**:
In this position, you will have the responsibility for
- Develop and implement customer-centric technical support processes that prioritize responsiveness, efficiency, compliance, and satisfaction.
- Over time lead a small team of technical support specialists, providing guidance and mentorship to ensure consistent delivery of high-quality support services.
- Collaborate with internal stakeholders to integrate new cyber security standards and best practices into our technical support operations. Including preparation, planning, and performing training
- Conduct regular assessments of existing processes and procedures, identifying areas for improvement and implementing enhancements to drive efficiency and quality.
- Ensure compliance with industry regulations and cyber security standards, proactively addressing any gaps or vulnerabilities.
- Serve as a primary point of contact for escalated customer issues, demonstrating a proactive and solutions-oriented approach to problem-solving.
- Establish and maintain strong relationships with clients, acting as a trusted advisor on cyber security matters and providing guidance on risk mitigation strategies.
- Develop and deliver training programs for both internal staff and external clients on cyber security protocols, product usage, and troubleshooting techniques.
- Stay abreast of emerging cyber security threats and trends, leveraging industry knowledge to enhance our technical support offerings.
- Champion a culture of continuous improvement within the technical support team, fostering collaboration, innovation, and a relentless focus on customer success.

This position requires a strong blend of technical expertise, leadership skills, and customer-centricity.

**Requirements for the position**:

- Bachelor's degree in Computer Science, Information Technology, Cyber Security, or related field. Advanced degree or relevant certifications preferred.
- Minimum of 5 years of experience in technical support or IT operations, with a focus on cyber security.
- Strong understanding of cyber security principles, standards, and technologies, with specific knowledge of the maritime industry.
- Proven track record of leading and developing high-performing teams, with a commitment to delivering exceptional customer service.
- Excellent communication and interpersonal skills, with the ability to effectively engage with both technical and non-technical stakeholders.
- Analytical mindset with a keen attention to detail and a passion for driving process improvement.
- Ability to adapt to evolving cyber security landscape and quickly adopt new standards and best practices.
- Customer-centric approach with a passion for exceeding customer expectations and building long-lasting relationships.

**Why you and us?**

We at Wärtsilä ANCS believe in empowerment, ownership and taking responsibility of our work. We support each other’s growth and cocreation is the true basis of our innovation. We have courage to see opportunities and take initiative.

We are authentic and honest, and we strongly believe in that by being your own true self you can accomplish so