Technical Support Manager

Telana are experts in applied innovation, focused on delivering business outcomes through AI, data, software development, and cloud engineering expertise. We leverage our problem solving skills and end-to-end capabilities to help our clients create better solutions for their customers and employees.

As a top-tier partner of Google Cloud and Microsoft, the market leaders for AI, Data, and Cloud, we work with some of the world’s biggest brands and government organisations to help them solve their toughest business and operational challenges; whether that’s attracting new customers, driving operational efficiency, or improving reducing risk.

We have received impressive external recognition for its innovative offerings, best-in-class capabilities, and tangible impact for customers across various industries:
Telana is recognized as a Leader for Data, Analytics, and Machine Learning in the ISG Provider™ Lens for Google Cloud Partner Ecosystem in 2024, and a Rising Star in 2022 and 2023. We are an accredited Azure Expert MSP provider, and have also been awarded Google Cloud’s 2024 EMEA Public Sector Partner of the Year award.

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.

• Direct Management
  :
  Lead, mentor, and evaluate a highly specialised team consisting of Cloud Engineers and a DBA.
• Multi-Tenant Operations
  :
  Oversee advanced troubleshooting, policy management, configurations, data availability, and environment stability across hybrid cloud and database setups for our managed clients.
• 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.
• 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 Backlog Management
  :
  Own and drive the proactive technical improvement backlog across custom client environments to ensure ongoing performance optimisation, scalability, and stability.
• Engineering Practices
  :
  Define, establish, and continuously evolve technical support engineering practices, standards, and methodologies across the managed services infrastructure team.

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.
• Problem Management (RCA):
  Lead…