{"id":3202654,"url":"https://alion.io/job/infosys-bpm-technical-operations-manager","title":"Technical Operations Manager","company":{"id":1960,"name":"Infosys BPM","domain":"infosysbpm.com","url":"https://alion.io/company/infosys-bpm","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Management","role_family":"Management","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bengaluru, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":15500,"max_usd":43000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":24},"experience_years_min":7,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"DNS","optional":false},{"name":"Incident Management","optional":false},{"name":"JavaScript","optional":false},{"name":"Magento","optional":false},{"name":"Nginx","optional":false},{"name":"Unix","optional":false},{"name":"PHP","optional":true}],"status":"live","first_seen_at":"2026-10-24T09:35:00Z","employer_posted_date":null,"last_verified_at":"2026-10-24T09:35:00Z","board_verified":false,"closed_at":null,"days_open":1,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":1},"description":"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.\n\nThis 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.\n\nThe candidate will have responsibilities across the following functions: \n\nTeam Leadership and Talent Development: \nLead, mentor, and develop a high-performing team of Technical Support Engineers.\nDrive employee engagement, coaching, career development, and succession planning initiatives.\nConduct performance reviews, goal-setting discussions, and regular feedback sessions.\nFoster a culture of accountability, excellence, collaboration, and customer obsession.\nBuild technical and leadership capabilities within the team through structured learning and development programs.\n\nService Delivery and Operational Excellence: \nOwn day-to-day support operations and ensure consistent delivery against service level agreements (SLAs).\nMonitor and improve key performance indicators including CSAT, SLA attainment, resolution time, backlog health, and escalation volumes.\nDrive operational governance through regular business reviews, performance analysis, and action planning.\nIdentify trends, risks, and recurring issues to proactively improve service outcomes and customer experience.\nEnsure compliance with support processes, documentation standards, and quality expectations.\n\nCustomer and Escalation Management: \nServe as the primary leadership escalation point for critical customer issues and service-impacting incidents.\nChampion customer needs and advocate for customer success across internal teams.\nLead high-severity incident management, ensuring timely communication, stakeholder alignment, and issue resolution.\nBuild strong relationships with enterprise customers and internal stakeholders.\nDrive customer retention through exceptional support experiences and proactive engagement.\n\nTechnical Leadership: \nProvide 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.\nReview and guide troubleshooting efforts involving: JVM Performance Tuning, Heap Dump Analysis, Thread Dump Analysis, Web Application Performance, Database Performance Issues, Infrastructure Challenges, Security Vulnerabilities.\nPartner with Engineering and Product teams to resolve product defects and drive permanent corrective actions.\n\nCross-Functional Collaboration: \n• Collaborate with Product Management, Engineering, Cloud Operations, Customer Success, and Professional Services teams.\n• Influence product improvements by sharing customer feedback, recurring issues, and enhancement opportunities.\n• Participate in strategic initiatives, product readiness programs, and support transformation efforts.\n• Drive alignment across global teams to improve customer outcomes and operational efficiency.\n\nKnowledge Management and Continuous Improvement: \n• Drive creation and maintenance of knowledge articles, troubleshooting guides, runbooks, and operational documentation.\n• Lead root cause analysis (RCA) reviews for critical incidents and recurring issues.\n• Identify opportunities for automation, process optimisation, and service innovation.\n• Promote a knowledge-sharing culture to improve first-contact resolution and reduce escalations.\n\nRequirements: \nBachelor's or Master's Degree in Computer Science, Information Technology, Engineering, or a related discipline.\n7-12 years of experience in enterprise software support, cloud operations, technical services, or customer support organisations.\nMinimum 2 years of experience leading technical support or customer-facing engineering teams.\nExperience supporting enterprise SaaS, cloud, CMS, or e-commerce platforms.\nProven experience managing customer escalations and service-critical incidents.\n\nTechnical Expertise: \nStrong understanding of:\nAdobe Experience Manager (AEM)\nAdobe Commerce / Magento\nJava / J2EE Technologies\nREST APIs and Web Services\nHTML, CSS, JavaScript, AJAX\nApache, NGINX, IIS\nLinux and Unix Operating Systems\nMySQL and Relational Databases\nRedis, CDN, DNS and SSL\nCloud Hosting Platforms and SaaS Architectures\nEnterprise Web Application Architecture\nApplication Performance and Monitoring Tools\nPreferred knowledge of: JVM Tuning, Heap and Thread Dump Analysis\nSecurity and Vulnerability Management\nInfrastructure Troubleshooting\nSystem Integrations and Migration Projects\nCloud-Native Technologies\n\nLeadership Competencies: \nCustomer-First Mindset.\nStrong People Leadership and Coaching Skills.\nExecutive Presence and Stakeholder Management.\nStrategic Thinking and Problem Solving.\nData-Driven Decision Making.\nContinuous Improvement Orientation.\nConflict Resolution and Negotiation Skills.\nAbility to Lead During Ambiguity and Critical Situations.\nExcellent Communication and Presentation Skills.\nSkills\nAdobe Experience Manager, Adobe Commerce, AEM, cloud operations, customer support, J2EE, Java, Magento, SaaS, technical support","description_format":"text","description_chars":5919,"description_truncated":false,"requirements":{"experience_years_min":7,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Commerce","Business Process Outsourcing (BPO)"],"lifecycle":[{"event":"open","at":"2026-10-24T09:35:00Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring 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