Tarantula Global

Head of Department

• Lead and develop the global O&M team of approximately 20 professionals
• Ensure support and maintenance services meet SLA and customer satisfaction targets
• Act as the senior escalation point for customer issues and coordinate resolution across teams
• Build trusted relationships with customer stakeholders and lead governance discussions
• Own maintenance contract renewals, commercial negotiations, and customer retention initiatives
• Manage budgeting, forecasting, profitability, and resource utilization for the O&M business
• Drive operational excellence through automation, AI-enabled initiatives, and continuous improvement
• Monitor service performance, risks, and business metrics while providing leadership reporting

Head of Maintenance – Support

Technical Program Manager

• Lead day-to-day support operations across assigned customer accounts
• Ensure SLA compliance and prevent critical escalations
• Oversee incident, service request, problem, and change management activities
• Act as the primary escalation point for complex technical and operational issues
• Ensure timely acknowledgment, communication, and resolution of customer tickets
• Provide technical direction and oversight to the Support team
• Review and approve root cause analyses for major incidents
• Drive permanent fixes with R&D and Professional Services
• Lead preventive and predictive maintenance initiatives, including database cleanup, performance tuning, application health monitoring, and automation
• Drive problem management through trend analysis and recurring-issue identification
• Identify and implement automation opportunities to improve efficiency and reduce operational effort
• Monitor system health and mitigate risks proactively
• Represent Support in customer governance meetings and operational reviews
• Ensure accurate and timely MIS, dashboards, and service reports
• Communicate risks, dependencies, and improvement plans to customers
• Support audits, compliance activities, and customer satisfaction initiatives
• Mentor and coach support engineers and senior team members
• Build technical depth and eliminate single-point dependencies
• Identify and groom potential second-line Support leaders
• Drive documentation, SOPs, and knowledge-sharing practices
• Collaborate with Delivery, R&D, Professional Services, and Account teams
• Support contract compliance, renewals, and RMP-related activities
• Provide input for effort estimation, capacity planning, and risk assessments

Head of Maintenance – Support

Technical Operations Manager