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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading engineering support teams, driving operational excellence, and ensuring service delivery meets SLAs and KPIs. Proficient in analyzing operational data to enhance performance and customer satisfaction while managing complex environments with strict regulatory controls.
Highest-signal resume keywords
Engineering Team LeadershipOperational ExcellenceSLA ManagementCross-Functional CollaborationITIL Foundation Certification
About the role
Key responsibilities & impact- Lead, develop, and scale engineering support teams
- Drive operational excellence and day-to-day service performance across assigned accounts
- Ensure services meet or exceed SLAs, KPIs, and customer expectations
- Establish standardized processes, quality documentation, communication, and escalation protocols
- Track operations, identify risks, and resolve issues proactively
- Support capacity planning, workload distribution, and resource allocation
- Serve as the primary operational contact for assigned clients
- Align engineering support with client business needs and goals
- Collaborate with Account Management, Project Delivery, Engineering, and Central Services
- Participate in customer reviews, service discussions, and roadmap planning
- Assess customer experience and drive satisfaction, reliability, and value improvements
- Translate customer feedback into improvements for engineering and service teams
- Support renewal readiness and identify upsell or expansion opportunities
- Track SLA attainment, response and resolution times, backlog status, customer sentiment, service health, and operational reports
- Use data to improve team performance and report trends to leadership and clients
- Support onboarding of new customers and technologies
- Implement initiatives that improve efficiency, quality, and scalability
- Maintain staffing plans and budget alignment
- Participate in hiring, onboarding, and workforce planning
Requirements
What you’ll need- Proven experience leading engineering or technical support teams within a managed services or enterprise IT environment
- Strong understanding of incident, request, change, and problem management
- Experience with global service delivery models
- Demonstrated ability to develop, mentor, and grow engineering teams
- Experience supporting complex customer environments with strict SLAs, regulatory controls, and high-availability expectations
- Ability to analyze operational data, identify trends, and drive metric-based improvements
- Strong communication skills for technical and operational information
- Proven success building and maintaining client relationships
- Experience collaborating cross-functionally with Project Delivery, Account Management, Engineering, and operational teams
- Ability to balance operational oversight with process improvement and scalability
- Experience managing remote and distributed teams across multiple geographies or time zones
- ITIL Foundation certification or practical ITIL experience strongly preferred
- Strong organizational, problem-solving, and prioritization skills
- Willingness to work outside standard business hours when required
- Comfortable with major incidents, escalations, or an on-call rotation
Benefits
Comp & perks- Bonus eligible
- Training and guidance to build a career
- Professional skill development opportunities
- Hybrid work arrangement
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Incident ManagementRequest ManagementChange ManagementProblem ManagementData AnalysisCapacity PlanningWorkload DistributionResource AllocationService Delivery ModelsPerformance Metrics
Soft Skills
Strong Communication SkillsOrganizational SkillsProblem-Solving SkillsPrioritization SkillsClient Relationship Management
Certifications & Qualifications
ITIL Foundation Certification
Industry Keywords
Managed ServicesEnterprise ITHigh-AvailabilityRegulatory ControlsCustomer ExperienceOperational ReportsService HealthEscalation ProtocolsOnboardingGlobal Service Delivery