Technical Operations Manager

Technical Operations Manager (JL5)
About the Role
We are seeking a highly motivated and customer-focused Technical Operations Manager
to lead a team of Technical Support Engineers supporting Adobe Experience Manager
(AEM), Adobe Commerce (Magento), DAM, Scene7, and related cloud technologies. The
successful candidate will be responsible for driving operational excellence, managing
customer escalations, developing technical talent, and ensuring exceptional customer
experiences across a global support environment.
This role requires a blend of strong people leadership, technical expertise, business
acumen, and customer advocacy. The Manager will partner closely with Product,
Engineering, Cloud Operations, and Customer Success teams to deliver world-class
support services while continuously improving operational performance and customer
satisfaction. The role will oversee support domains including AEM, Commerce Cloud, CMS
technologies, web infrastructure, performance troubleshooting, and enterprise customer
support operations.
Key Responsibilities
Team Leadership & Talent Development


Lead, mentor, and develop a high-performing team of Technical Support Engineers.
Drive employee engagement, coaching, career development, and succession
planning initiatives.

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Conduct performance reviews, goal-setting discussions, and regular feedback
sessions.
Foster a culture of accountability, excellence, collaboration, and customer
obsession.
Build technical and leadership capabilities within the team through structured
learning and development programs.
Service Delivery & Operational Excellence
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Own day-to-day support operations and ensure consistent delivery against service
level agreements (SLAs).

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Monitor and improve key performance indicators including CSAT, SLA attainment,
resolution time, backlog health, and escalation volumes.
Drive operational governance through regular business reviews, performance
analysis, and action planning.
Identify trends, risks, and recurring issues to proactively improve service outcomes
and customer experience.
Ensure compliance with support processes, documentation standards, and quality
expectations.
Customer & Escalation Management
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Serve as the primary leadership escalation point for critical customer issues and
service-impacting incidents.
Champion customer needs and advocate for customer success across internal
teams.
Lead high-severity incident management, ensuring timely communication,
stakeholder alignment, and issue resolution.
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Build strong relationships with enterprise customers and internal stakeholders.
Drive customer retention through exceptional support experiences and proactive
engagement.
Technical Leadership
Provide leadership and guidance for complex technical issues involving:
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Adobe Experience Manager (AEM)
Adobe Commerce (Magento)
Content Management Systems (CMS)
Cloud Infrastructure
Enterprise Web Applications
Performance Engineering
Database Technologies
Integrations and Migrations

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Review and guide troubleshooting eorts involving:
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JVM Performance Tuning
Heap Dump Analysis
Thread Dump Analysis
Web Application Performance
Database Performance Issues
Infrastructure Challenges
Security Vulnerabilities
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Partner with Engineering and Product teams to resolve product defects and drive
permanent corrective actions.
Cross-Functional Collaboration
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Collaborate with Product Management, Engineering, Cloud Operations, Customer
Success, and Professional Services teams.
Inuence product improvements by sharing customer feedback, recurring issues,
and enhancement opportunities.
Participate in strategic initiatives, product readiness programs, and support
transformation eorts.
Drive alignment across global teams to improve customer outcomes and
operational eiciency.
Knowledge Management & Continuous Improvement
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Drive creation and maintenance of knowledge articles, troubleshooting guides,
runbooks, and operational documentation.
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Lead root cause analysis (RCA) reviews for critical incidents and recurring issues.
Identify opportunities for automation, process optimization, and service innovation.
Promote a knowledge-sharing culture to improve rst-contact resolution and
reduce escalations.
Required Qualications

Education
Bachelor's or Master's Degree in Computer Science, Information Technology,
Engineering, or a related discipline.
Experience
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7-12 years of experience in enterprise software support, cloud operations, technical
services, or customer support organizations.
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Minimum 2 years of experience leading technical support or customer-facing
engineering teams.
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Experience supporting enterprise SaaS, cloud, CMS, or e-commerce platforms.
Proven experience managing customer escalations and service-critical incidents.
Technical Expertise
Strong understanding of:
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Adobe Experience Manager (AEM)
Adobe Commerce / Magento
Java / J2EE Technologies
REST APIs and Web Services
HTML, CSS, JavaScript, AJAX
Apache, NGINX, IIS
Linux and Unix Operating Systems
MySQL and Relational Databases
Redis, CDN, DNS and SSL
Cloud Hosting Platforms and SaaS Architectures
Enterprise Web Application Architecture
Application Performance and Monitoring Tools
Preferred knowledge of:
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JVM Tuning
Heap & Thread Dump Analysis

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Security and Vulnerability Management
Infrastructure Troubleshooting
System Integrations and Migration Projects
Cloud-Native Technologies
Leadership Competencies
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Customer First Mindset
Strong People Leadership and Coaching Skills
Executive Presence and Stakeholder Management
Strategic Thinking and Problem Solving
Data-Driven Decision Making
Continuous Improvement Orientation
Conict Resolution and Negotiation Skills
Ability to Lead During Ambiguity and Critical Situations
Excellent Communication and Presentation Skills
Success Metrics
Success in this role will be measured through:
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Customer Satisfaction (CSAT)
SLA Performance
Escalation Reduction
Incident Resolution Eectiveness
Team Engagement & Retention
Quality and Compliance Scores
Backlog Management
Operational Eiciency Improvements

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Knowledge Management Contributions
Talent Development and Leadership Eectiveness
Why Join Us?
This is an opportunity to lead a highly skilled team supporting some of the world's most
recognized digital experience and commerce platforms. You will play a critical role in
shaping customer success, driving operational excellence, inuencing product
improvements, and building the next generation of support leaders and technical experts.

Job Title: Technical Operations Manager
Function: Technical Support / Customer Engineering
Experience: 7-12 Years
Location: Bangalore
Shift: Global Support Coverage / Leadership Availability During Major Incidents

CALL: HR HATIR: [phone removed]/ HR FATEMA :[phone removed]

EMAIL: [email removed] / [email removed]

NOTE: THIER ARE MULTIPLE OPENING FOR ALL THE LEVELS SALARY UPTO - 24LAC