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Senior Technical Operations Manager
1 month ago
Senior Technical Manager is responsible for overseeing end-to-end solution delivery, including planning, execution, monitoring, and closure. This role involves working closely with IT/Engineering and cross-functional teams to ensure timely resolution and efficient workflow management.
Key Responsibilities- Coordinating a team of 10 people to drive Netcracker Order Entry component expertise and build the learning path for cloud components in the support department.
- Leading the technical triage process of incoming incidents across Netcracker components, including Order Entry, Product Offering Catalog, Order Management, and Data Flow.
- Building and maintaining data cleanup processes between external systems and Netcracker modules, introducing new tools and approaches to optimize the flow.
- Participating in on-call shifts and supporting release installations.
- Driving performance problems investigation, analyzing systems using various tools such as Eclipse Memory Analyzer, profilers, and custom tools for thread dump analysis.
- Coordinating communication between L2 and L3 teams to improve KPIs and meet SLA requirements.
- Participating in workshop sessions with business users and the support team to collect comprehensive business requirements, clarify system behavior, and suggest design improvements.
