Technical Operations Manager

We are seeking a highly motivated and customer-focused Technical Operations Manager to lead a team of Technical Support Engineers supporting Adobe Experience Manager (AEM), Adobe Commerce (Magento), DAM, Scene7, and related cloud technologies. The successful candidate will be responsible for driving operational excellence, managing customer escalations, developing technical talent, and ensuring exceptional customer experiences across a global support environment.

This role requires a blend of strong people leadership, technical expertise, business acumen, and customer advocacy. The Manager will partner closely with Product, Engineering, Cloud Operations, and Customer Success teams to deliver world-class support services while continuously improving operational performance and customer satisfaction. The role will oversee support domains including AEM, Commerce Cloud, CMS technologies, web infrastructure, performance troubleshooting, and enterprise customer support operations.

The candidate will have responsibilities across the following functions:

Team Leadership and Talent Development:

• Lead, mentor, and develop a high-performing team of Technical Support Engineers.
• Drive employee engagement, coaching, career development, and succession planning initiatives.
• Conduct performance reviews, goal-setting discussions, and regular feedback sessions.
• Foster a culture of accountability, excellence, collaboration, and customer obsession.
• Build technical and leadership capabilities within the team through structured learning and development programs.

Service Delivery and Operational Excellence:

• Own day-to-day support operations and ensure consistent delivery against service level agreements (SLAs).
• Monitor and improve key performance indicators including CSAT, SLA attainment, resolution time, backlog health, and escalation volumes.
• Drive operational governance through regular business reviews, performance analysis, and action planning.
• Identify trends, risks, and recurring issues to proactively improve service outcomes and customer experience.
• Ensure compliance with support processes, documentation standards, and quality expectations.

Customer and Escalation Management:

• Serve as the primary leadership escalation point for critical customer issues and service-impacting incidents.
• Champion customer needs and advocate for customer success across internal teams.
• Lead high-severity incident management, ensuring timely communication, stakeholder alignment, and issue resolution.
• Build strong relationships with enterprise customers and internal stakeholders.
• Drive customer retention through exceptional support experiences and proactive engagement.

Technical Leadership:

• Provide leadership and guidance for complex technical issues involving: Adobe Experience Manager (AEM), Adobe Commerce (Magento), Content Management Systems (CMS), Cloud Infrastructure, Enterprise Web Applications, Performance Engineering, Database Technologies, Integrations and Migrations.
• Review and guide troubleshooting efforts involving: JVM Performance Tuning, Heap Dump Analysis, Thread Dump Analysis, Web Application Performance, Database Performance Issues, Infrastructure Challenges, Security Vulnerabilities.
• Partner with Engineering and Product teams to resolve product defects and drive permanent corrective actions.

Cross-Functional Collaboration:

• Collaborate with Product Management, Engineering, Cloud Operations, Customer Success, and Professional Services teams.

• Influence product improvements by sharing customer feedback, recurring issues, and enhancement opportunities.

• Participate in strategic initiatives, product readiness programs, and support transformation efforts.

• Drive alignment across global teams to improve customer outcomes and operational efficiency.

Knowledge Management and Continuous Improvement:

• Drive creation and maintenance of knowledge articles, troubleshooting guides, runbooks, and operational documentation.

• Lead root cause analysis (RCA) reviews for critical incidents and recurring issues.

• Identify opportunities for automation, process optimisation, and service innovation.

• Promote a knowledge-sharing culture to improve first-contact resolution and reduce escalations.

Requirements:

• Bachelor's or Master's Degree in Computer Science, Information Technology, Engineering, or a related discipline.
• 7-12 years of experience in enterprise software support, cloud operations, technical services, or customer support organisations.
• Minimum 2 years of experience leading technical support or customer-facing engineering teams.
• Experience supporting enterprise SaaS, cloud, CMS, or e-commerce platforms.
• Proven experience managing customer escalations and service-critical incidents.

Technical Expertise:

Strong understanding of:

• Adobe Experience Manager (AEM)
• Adobe Commerce / Magento
• Java / J2EE Technologies
• REST APIs and Web Services
• HTML, CSS, JavaScript, AJAX
• Apache, NGINX, IIS
• Linux and Unix Operating Systems
• MySQL and Relational Databases
• Redis, CDN, DNS and SSL
• Cloud Hosting Platforms and SaaS Architectures
• Enterprise Web Application Architecture
• Application Performance and Monitoring Tools
• Preferred knowledge of: JVM Tuning, Heap and Thread Dump Analysis
• Security and Vulnerability Management
• Infrastructure Troubleshooting
• System Integrations and Migration Projects
• Cloud-Native Technologies

Leadership Competencies:

• Customer-First Mindset.
• Strong People Leadership and Coaching Skills.
• Executive Presence and Stakeholder Management.
• Strategic Thinking and Problem Solving.
• Data-Driven Decision Making.
• Continuous Improvement Orientation.
• Conflict Resolution and Negotiation Skills.
• Ability to Lead During Ambiguity and Critical Situations.
• Excellent Communication and Presentation Skills.

Skills

Adobe Experience Manager, Adobe Commerce, AEM, cloud operations, customer support, J2EE, Java, Magento, SaaS, technical support