TechOps & Support Manager
Sumerge · Cairo
Our TechOps & Support Manager Leads the Technical Operations function by overseeing production support services, ensuring operational excellence, driving service reliability, and developing high-performing teams to deliver exceptional customer and business outcomes.
Responsibilities
- Own team outcomes across a defined domain or capability.
- Set KPIs and ensure alignment with department-level goals.
- Manage capacity, allocate workstreams, and optimize workflows.
- Develop ICs through structured growth and coaching plans.
- Proactively identify and solve performance or process issues.
- Lead hiring and talent development efforts.
- Drive cross-team coordination and execution alignment.
- Support change initiatives and foster a culture of high standards.
Requirements
- Bachelor's degree or Diploma in Computer Science, Engineering, or a related field.
- 10–12+ years of experience in Technical Operations, Production Support, Infrastructure, DevOps, or Site Reliability Engineering, including leadership responsibilities.
- Strong expertise in Linux/Windows administration, enterprise infrastructure, CI/CD pipelines, Kubernetes, OpenShift, IBM Cloud Pak solutions, Confluent, Elasticsearch, Databases (SQL, DB2, MongoDB, etc.), monitoringand observability tools (Grafana & Prometheus).Proven experience managing enterprise production environments, incident management, service reliability, backup and disaster recovery, operational governance, and SLA/SLO performance.
- Strong understanding of customer support operations, service management principles, risk management, vendor management, and continuous service improvement.
- Demonstrated ability to lead technical teams, manage stakeholder relationships, prioritize competing business needs, and drive operational excellence.
- Excellent leadership, communication, negotiation, strategic planning, analytical, and decision-making skills with a strong customer-focused mindset.