Technical Support Manager

Essential Functions

• Thoroughly understand the existing legacy applications (websites and mobile apps) architecture and the current L1 and L2 support processes provided by the vendor
• Leverage the current application performance monitoring setup and dashboards to proactively identify potential issues and address them before they become incidents
• Review the existing support playbooks, provide recommendations on enhancing them and work with support teams to create/enhance them
• Understand the current SLOs and track and report the performance and availability metrics on a monthly basis
• Review the current alerting mechanism and notifications setup and enhance as needed
• Understand the service levels around 3r party products that are in use and work with them in resolving issues associated with API availability
• Lead the major incident management process to bring together the appropriate resources and skills to the war room and troubleshoot
• Standardize and support the incident notifications process
• Lead the problem management efforts to understand the root cause of the recurring incidents and work with multiple stakeholders to document and present the blameless post-mortem reports
• Interface with the security team to understand the criticality of security vulnerability issues identified, plan and execute the fix within the timeframe expectations set by the security team

Job Summary

Focus Brands is on a journey to build out an industry leading Digital Platform which will power its 7 existing brands and enable smooth integration of future brands.

While the new application platform is being built, Focus Brands is seeking an experienced Tech Support Manager who will collaborate effectively with legacy application support teams within technology and product and contribute to all aspects of the legacy application support.

This position will be key in understanding the legacy application architecture and code developed by the software engineering team and providing technical support to the legacy applications.

Work Experience

• Minimum 5 years of experience in tech support manager role
• Minimum 3 years working with cloud-native solutions, preferably with Azure
• Knowledge of GCP or AWS
• Experience with supporting applications built on .NET and Xamarin platforms
• Experience with Azure cloud platform including Azure Monitor, Azure application insights, Azure Kubernetes Service, 3rd party APIs
• Understanding of OWASP security vulnerabilities and working with development teams to fix these vulnerabilities

Skills & Abilities

• Ability to work with offshore L1 and L2 team
• Ability to interface with various teams such as analytics, engineering, archtiecture and security teams
• Ability to work with cloud compute services (API management, Containers, App Service, Kubernetes Services and serverless compute) and cloud data storage services such as Cosmos DB database
• Ability to support Content Delivery Network (CDN), Front Door and Web Application Firewall (WAF) services
• Nice to have - GCP or AWS cloud platform experience
• Ability to document the processes and procedures
• Excellent communication, analytical and critical thinking skills