TechDoQuest
Website:
techdoquest.com
Job details:
Required Experience & Qualifications
- 20+ years of experience in technical support, TAC operations, enterprise product support, managed services, professional services, customer success, or technology service delivery.
- Proven track record of managing large global teams (700+ headcount) across multiple time zones and regions (AMER, EMEA, APAC, LATAM).
- Experience with enterprise-grade technical environments (e.g., cloud
- infrastructure, cybersecurity, networking, or enterprise software).
- Significant senior leadership experience managing large, complex, multi-client, multi-technology global delivery operations.
- Deep understanding of L1, L2, and L3 support models, escalation management,
- knowledge operations, service governance, and technical support metrics.
- Proven ownership of operational and financial outcomes, including service quality, CSAT, productivity, revenue, margin, and organizational scale.
- Executive customer management experience covering business reviews, critical escalations, transformation discussions, retention, and account growth.
- Experience leading AI, automation, analytics, digital support, or service- transformation programs, including client-facing advisory work on digital transformation or AI adoption for large global accounts.
- Strong executive communication, commercial acumen, stakeholder influence, and data-driven decision-making.
- Bachelor's degree in Engineering, Computer Science, Information Technology, or a related discipline; postgraduate degree in management preferred.
- Relevant certifications in IT service management, cloud, networking, cybersecurity, product support, or program leadership are an advantage.
Preferred Domain Exposure
- o SaaS and XaaS platforms
- o Enterprise software and digital products
- o Cloud and infrastructure services
- o Networking, cybersecurity, storage, and data platforms
- o Customer success and technical account management
- o Professional services and managed services
- o Global multilingual 24x7 support operations
- o AI-enabled technical support and digital TAC
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