Associate Director Mgr - Technical Support at Moody's

Manchester, England, United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

09 Jun, 26

Salary

0.0

Posted On

11 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Expertise, SaaS Environment, Leadership, Team Management, Customer Service, Escalation Management, Incident Triage, Process Improvement, Analytical Skills, Cross-functional Collaboration, Stakeholder Management, Salesforce, JIRA, SQL, Python, Observability Tooling

Industry

Financial Services

Description

At Moody's, we unite the brightest minds to turn today’s risks into tomorrow’s opportunities. We do this by striving to create an inclusive environment where everyone feels welcome to be who they are—with the freedom to exchange ideas, think innovatively, and listen to each other and customers in meaningful ways. Moody’s is transforming how the world sees risk. As a global leader in ratings and integrated risk assessment, we’re advancing AI to move from insight to action—enabling intelligence that not only understands complexity but responds to it. We decode risk to unlock opportunity, helping our clients navigate uncertainty with clarity, speed, and confidence. If you are excited about this opportunity but do not meet every single requirement, please apply! You still may be a great fit for this role or other open roles. We are seeking candidates who model our values: invest in every relationship, lead with curiosity, champion diverse perspectives, turn inputs into actions, and uphold trust through integrity. Skills and Competencies Strong technical expertise in enterprise SaaS environment Proven leadership and team management abilities Excellent customer service orientation and customer-focused mindset Experience managing technical support operations at scale Strong communication and interpersonal skills Ability to balance technical problem-solving with people management Experience with escalation management and incident triage Process improvement and optimisation mindset Analytical skills to drive data-informed decisions Ability to work cross-functionally with engineering and product teams Excellent communication and stakeholder management skills with ability to influence at all organisational levels Familiarity with Salesforce, JIRA or other common platforms Experience with SQL or Python and observability tooling preferred eg: Datadog, Grafana Basic understanding of artificial intelligence concepts, with curiosity and enthusiasm for learning how AI tools can be used to improve processes and drive efficiency. Interest in exploring AI systems and a willingness to develop awareness of responsible AI practices, including risk management and ethical use Education Bachelor’s degree in Computer Science, Software Engineering, or a related field preferred Responsibilities Lead and manage the engineering support team to deliver exceptional customer service Oversee daily operations of the technical support function Manage escalations and critical incidents, ensuring timely resolution Ensure that issues are resolved within committed customer SLAs Triage complex technical issues and coordinate with appropriate teams, ensuring they are directed to the appropriate teams for resolution Drive continuous improvement in support processes and workflows Monitor and enhance team performance, productivity, and customer satisfaction metrics Develop and mentor engineering support team members Establish and maintain support standards and best practices Collaborate with engineering and product teams to address systemic issues Identify and develop tools that enable internal teams to resolve customer issues independently, reducing the need for escalation to engineering. Own and maintain the team’s Jira board, ensuring tickets are kept up to date and accurately reflect current priorities. Manage the in hours and out of hours support rotas Ensure platform stability and optimal customer experience through proactive support strategies Establish measurable KPIs for technical performance, system quality, and customer satisfaction Drive technical roadmap planning and prioritisation in collaboration with product and business stakeholders Represent engineering in leadership forums and contribute to long-term planning and technical vision About the team Moody’s Maxsight is a highly performant, cloud-based SaaS platform designed to deliver powerful insights and decision-making capabilities at a global scale. Built for speed, scalability, and reliability, Maxsight empowers organizations worldwide to harness complex data seamlessly, driving smarter decisions and uncovering opportunities in real time. Joining the Maxsight team means being part of a dynamic, forward-thinking group that is redefining what’s possible in cloud technology and enterprise solutions. It’s an opportunity to work on cutting-edge innovations that operate at scale, solve complex challenges, and make a tangible impact for businesses around the world. Our Corporates and Government (C & G) team is responsible for delivering technology solutions that support Moody’s corporate and public sector clients. By joining our team, you’ll be part of exciting work in enterprise software development, public sector innovation, and global impact initiatives—where hands-on technical leadership and AI-enhanced engineering practices are central to our success Moody’s is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, sexual orientation, gender expression, gender identity or any other characteristic protected by law. Candidates for Moody's Corporation may be asked to disclose securities holdings pursuant to Moody’s Policy for Securities Trading and the requirements of the position. Employment is contingent upon compliance with the Policy, including remediation of positions in those holdings as necessary.

Responsibilities

The role involves leading and managing the engineering support team to ensure exceptional customer service, overseeing daily technical support operations, and managing escalations and critical incidents to meet committed SLAs. Responsibilities also include driving continuous improvement in support processes, monitoring team performance, and developing team members through mentorship.