Softtek · 1 day ago
Technical Services Manager
Bethesda, MD
Full-time
Onsite
Senior Level, Lead/Staff
8+ years expSofttek Integration Systems, Inc. is seeking an experienced Technical Service Manager to lead global production support for critical Middleware systems in the Hospitality industry. This customer-facing role requires strong technical depth and operational rigor to manage a global team and ensure compliance with service levels.
Software
Hiring Manager
Chandrakant Parida
Responsibilities
Lead and manage a global team of 8 support engineers (onsite, onshore, and offshore), providing clear direction, prioritization, and accountability
Act as the primary escalation point for complex incidents, service degradation, and high-impact outages
Use Azure Monitor, Application Insights, and Log Analytics to proactively detect issues, perform deep diagnostics, and delegate remediation tasks effectively
Oversee 12x5 production support activities and on call service, ensuring compliance with Service Levels (SLAs, OLAs)
Coordinate incident response, including weekend and on-call coverage, ensuring rapid restoration of service
Research, triage, and lead root cause analysis (RCA) for system issues and outages, driving permanent remediation
Identify opportunities to improve system stability, performance, scalability, and operational efficiency
Ensure system improvements are properly implemented, validated, and monitored post-deployment
Serve as a trusted technical liaison between business users, customers, engineering teams, and infrastructure partners
Lead weekly and monthly service reviews, providing clear updates on incidents, risks, trends, and improvement initiatives
Influence decision-making by presenting data-driven recommendations and clearly articulated trade-offs
Produce weekly status reports and service metrics, including incident trends, SLA performance, and improvement actions
Measure and monitor team performance at defined checkpoints to ensure delivery on time, within scope, and within budget
Conduct training sessions and provide hands-on mentoring to support engineers and less experienced staff
Foster a culture of operational excellence, accountability, and continuous learning
Qualification
Required
Bachelors degree in Computer Science, Software Engineering, or a related field (or equivalent experience; 8 additional years of relevant experience may substitute for a degree)
Strong production support experience in enterprise environments
Proven experience supporting .NET web applications in production
Hands-on experience with Microsoft Azure, including: Azure Monitor, Application Insights, Log Analytics
Experience testing and troubleshooting SQL Server and Oracle databases
Demonstrated ability to multi-task, prioritize under pressure, and maintain attention to detail
Ability to follow and enforce processes while remaining adaptable in dynamic environments
Excellent written and verbal communication skills, including executive-level reporting
Familiarity with ITIL-based service management practices
Strong analytical mindset with the ability to translate technical data into business-relevant insights
Company
Softtek
Softtek, a technology firm, provides process-driven IT solutions to its clients.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Blanca Trevino
President and CEO
Fernando Mendez
Chief Change Management Officer
Recent News
Mexico Business
2025-11-03
2025-07-02
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