# TechOps & Support Manager

**Company:** [Sumerge](http://jobs.workable.com/companies/fqLx2j2AYiWjKndG8P9ZmW.md)
**Location:** Cairo, Egypt
**Workplace:** hybrid
**Employment type:** Full-time
**Department:** Technical Support

[Apply for this job](http://jobs.workable.com/view/7e7f4db8-667e-4490-89fb-9e71d5b4faba)

## Description

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.