Telana - Technical Support Manager

• We are seeking an experienced Technical Support Manager to lead our key engineering and infrastructure operations within Telana's Managed Services division. In this role, you will directly manage a specialised team of Cloud Engineers and Database Administrator (DBA), overseeing advanced cloud architecture, database stability, and Tier 3 multi-tenant environment support across both Microsoft (Azure, M365) and Google (Google Workspace, GCP) ecosystems. • Operating in a fast-paced Telana MSP environment, you will occupy a pivotal strategic position as a cross-functional bridge. You will support the Service Desk Manager and Service Management Practice Lead to optimise escalation workflows. Additionally, you will serve as the primary liaison for Telana's Professional Services teams, ensuring seamless technical handovers as project deployments transition into ongoing managed services. You will act as a key technical representative in front of clients during high-level engagements and reviews, while providing critical, technical inputs into core ITIL functions to safeguard service delivery and meet customer SLAs. • What will you be doing? • MSP Team Leadership & Infrastructure Support • Direct Management: Lead, mentor, and evaluate a highly specialised team consisting of Cloud Engineers and a DBA. • Direct Management • Multi-Tenant Operations: Oversee advanced troubleshooting, policy management, configurations, data availability, and environment stability across hybrid cloud and database setups for our managed clients. • Multi-Tenant Operations • Tier 3 Queue Management: Supervise the deep-dive engineering queue, ensuring prompt resolution of architectural, cloud-native, or complex performance bottlenecks before they breach client SLAs. • Tier 3 Queue Management • Proactive Automation & AI Adoption: Maintain a highly proactive approach across all technical operations, actively driving the automation of routine engineering activities and identifying opportunities to leverage AI solutions to enhance team efficiency and service delivery. • Proactive Automation & AI Adoption • Proactive Backlog Management: Own and drive the proactive technical improvement backlog across custom client environments to ensure ongoing performance optimisation, scalability, and stability. • Proactive Backlog Management • Engineering Practices: Define, establish, and continuously evolve technical support engineering practices, standards, and methodologies across the managed services infrastructure team. • Engineering Practices • Technical Input to ITIL 4 Functions • Incident Management (Tier 3): Provide advanced technical intervention for high-priority incidents. Establish technical diagnostics that feed back into the managed service centre to accelerate future ticket resolution. • Incident Management (Tier 3) • Problem Management (RCA): Lead proactive and reactive root-cause analysis (RCA) investigations for recurring technical anomalies across Microsoft (Azure, M365) and Google (Google Workspace, GCP) stacks and databases. Turn recurring incidents into permanent infrastructure fixes or Known Error Database (KEDB) entries. • Problem Management (RCA) • Change Enablement: Act as a technical authority on the Change Advisory Board (CAB). Provide engineering validation, risk assessment, and peer reviews for complex cloud deployments (Azure, GCP) or database schema modifications. • Change Enablement • Service Configuration Management: Ensure Cloud Engineers and the DBA diligently update Configuration Items (CIs) and dependencies within the CMDB following any environment modifications or handovers. • Service Configuration Management • Service Level Management & Client Engagement: Monitor technical delivery metrics against client SLAs/OLAs, directly participating in customer-facing service review meetings alongside account managers to provide technical insights, capacity data, and roadmap guidance. • Service Level Management & Client Engagement • Professional Services Liaison & Support Handover • Operational Readiness: Act as the formal engineering sign-off contact for Professional Services during project closures, managing the transition from deployment to steady-state managed services. • Operational Readiness • Enforce Transition Criteria: Establish and enforce strict metrics, ensuring new client environments or database migrations are fully documented, monitored, and stable before your team assumes ownership. • Enforce Transition Criteria • Hypercare Coordination: Manage the post-launch transition window with Professional Services, coordinating your Cloud Engineers and DBA to absorb the new environment smoothly without disrupting existing client operations. • Hypercare Coordination • Managed Service Centre Collaboration & Shift-Left Training • Be proactive: Partner directly with service teams to define strict operational boundaries and fluid escalation workflows between Customer Technical support teams, Partners,Technical Support Engineers and your Cloud/DBA engineering team. • Be proactive: • Drive Shift-Left Training: Translate Tier 3 technical insights into structured training programs and curated knowledge base documentation for the Technical support and Cloud engineers to increase their resolution capabilities. • Drive Shift-Left Training • This may be you: • MSP Operations: Minimum 3-5 years in a Managed Services Provider (MSP) environment, with 1-2 years successfully managing engineering personnel (Cloud, DevOps, or DBAs). • MSP Operations • Technical ITIL Fluency: Proven experience applying technical inputs practically to ITIL practices (Incident, Problem, Change, and Configuration management) within a multi-tenant framework. • Technical ITIL Fluency • Ecosystem & Data Expertise: Hands-on experience overseeing enterprise deployments of Microsoft (Azure, M365) and Google (Google Workspace, GCP) cloud ecosystems across client environments, alongside a strong conceptual understanding of database administration (SQL/NoSQL). • Ecosystem & Data Expertise • Client Representation & Transition Mastery: Strong customer-facing skills with a track record of representing technical teams in client engagements and working with project delivery or Professional Services teams to transition complex client environments into operational managed services. • Client Representation & Transition Mastery • Training Frameworks: Proven track record of developing advanced technical documentation, architectural diagrams, and structured upskilling workshops for technical staff. • Training Frameworks • There are many roads leading up to being a Technical Support Manager. Not sure you meet 100% of our qualifications? Have an untraditional background? Our team is already a mix of self-taught and formally educated people. Don’t self-select out!