Manager of Technical Support - Payment Security Division

Role Overview: As a Technical Support Manager, your primary responsibility will be to manage, develop, and mentor a team of Technical Support Engineers. You will need to maintain a constant focus on service availability and reliability. Additionally, you will work closely with cross-functional teams to address urgent matters, strategic initiatives, and implement workflow improvements to enhance overall operational efficiencies. Your role will also involve assisting with incident response during outages, communicating with customers, and driving innovation based on insights gained from incident retrospectives. You will be expected to improve the case management lifecycle to meet and exceed key performance indicators and conduct regular one-on-one meetings with team members for feedback and skills development. Key Responsibilities: - Manage, develop, and mentor a team of Technical Support Engineers - Collaborate with cross-functional teams to address urgent matters and strategic initiatives - Assist with incident response during outages and communicate with customers and internal teams - Drive innovation based on insights from incident retrospectives - Improve the case management lifecycle to meet and exceed key performance indicators - Conduct regular one-on-one meetings with team members for feedback and skills development Qualifications Required: - Technologist with a continuous desire to learn current infrastructure and monitoring solutions and technologies - Critical thinker with a client-centric approach and the ability to make informed decisions using data - Passionate about people management and mentorship with previous team leadership experience - Experienced in successful implementation of processes and procedures - Self-motivated, detail-oriented, and committed to continuous learning and improvement - Creative thinker capable of addressing a wide variety of challenges - Experience in Support Engineering or a related function within an enterprise technology environment Additional Company Details: N/A,