BlueAlly

Support Engineer

• Lead cross-functional teams to develop operational performance assessments and management reports.
• Oversee day-to-day technical operations of Managed Services and NOC Engineers, ensuring efficiency, responsiveness, and service excellence.
• Manage daily workload distribution and team scheduling to maintain balanced coverage across all shifts.
• Define, implement, and continually improve standard operating procedures, run books, and escalation workflows.
• Develop and deliver ongoing training programs to elevate technical capabilities across the team.
• Partner with internal groups such as SOC, Infrastructure, Consulting, and Sales to coordinate operational activities.
• Provide escalation level support for complex infrastructure and networking issues; drive root cause analysis and resolution.
• Establish, track, and report on key operational metrics (SLA compliance, ticket volume, resolution time, CSAT, etc.).
• Mentor and coach engineers at all levels to promote technical depth, accountability, and career growth.
• Drive a culture of ownership, collaboration, and continuous improvement within the support organization.
• Act as a point of escalation for major incidents and customer-impacting issues, ensuring timely communication and resolution
• Manage and administer ITSM systems (e.g., Zendesk), ensuring they align with business and operational needs.
• Actively assist with customer issues when necessary, maintaining a strong hands-on technical presence.
• Collaborate with other functional leaders to streamline support processes and improve service delivery.

Technical Support Operations Manager