Support Engineering Manager (On-site)

at  Apkudo Inc

POSITION SUMMARY:

The Support Engineering Manager is responsible for delivering the expected engineering support required to ensure SLA’s and KPI’s for all RFA facilities are achieved. The role will have direct line responsibility for the on-site and remote support engineers who will provide technical direction and assistance on resolving any production related issues escalated from the on-site Support Specialist team. The key objective is to maximize uptime for all RFA facilities through optimal support and training. This is a 24hr operation and requires close integration with the Operational Site Management which includes scheduling, reporting, training, escalations and process development / optimization. This role reports into the Head of Technical Delivery Management.

• Responsible for the level 2 Engineering Support function to meet customer business requirements governed by SLA’s and KPI’s
• Understanding and driving priorities ensuring maximum uptime of RFA lines
• Deep understanding of all customer needs, including customer’s business, customer’s platform/systems, understanding how the Apkudo platform fulfills those business needs, and can make tough calls in prioritizing work.
• Interfacing with client Program Management and Site Leadership within ApkudoProviding reporting and associated documentation required for all incident responses
• Managing, coordinating, and ensuring collaboration on technology development within a team and across needed teams
• Removing tactical impediments and driving the resolution of issues
• Participate in daily standups for SLA management and downtime reviews
• Maintain tickets for all activity of the team through Click-Up
• Managing escalations that are required to the L3 Engineering team and ensuring these are tracked through to resolution
• Defining and maintaining KPIs for tracking operational and team performance
• Schedule and manage maintenance windows
• Maintain schedules for the Support Engineering team to cover all shifts and Pager Duty