Technical Services Manager

Softtek Integration Systems, Inc. is seeking an experienced Technical Service Manager at Bethesda, MD. This is a Full-time position.

Job Description:

Hands-on Technical Service Manager with a strong background in .NET web applications and Microsoft Azure cloud technologies to lead global production support for critical Middleware systems in the Hospitality industry.

This role is customer-facing, delivery-critical, and leadership-intensive, requiring strong technical depth, operational rigor, and the ability to assert structure, governance, and prioritization in a fast-paced, high-pressure environment with demanding stakeholders.

• Bachelors degree in Computer Science, Software Engineering, or a related field (or equivalent experience; 8 additional years of relevant experience may substitute for a degree).
• Strong production support experience in enterprise environments.
• Proven experience supporting .NET web applications in production.
• Hands-on experience with Microsoft Azure, including: Azure Monitor, Application Insights, Log Analytics
• Experience testing and troubleshooting SQL Server and Oracle databases.
• Demonstrated ability to multi-task, prioritize under pressure, and maintain attention to detail.
• Ability to follow and enforce processes while remaining adaptable in dynamic environments.
• Excellent written and verbal communication skills, including executive-level reporting.
• Familiarity with ITIL-based service management practices.
• Strong analytical mindset with the ability to translate technical data into business-relevant insights.

Activities to Perform:

• Lead and manage a global team of 8 support engineers (onsite, onshore, and offshore), providing clear direction, prioritization, and accountability.
• Act as the primary escalation point for complex incidents, service degradation, and high-impact outages.
• Use Azure Monitor, Application Insights, and Log Analytics to proactively detect issues, perform deep diagnostics, and delegate remediation tasks effectively.
• Oversee 12x5 production support activities and on call service, ensuring compliance with Service Levels (SLAs, OLAs).
• Coordinate incident response, including weekend and on-call coverage, ensuring rapid restoration of service.
• Research, triage, and lead root cause analysis (RCA) for system issues and outages, driving permanent remediation.
• Identify opportunities to improve system stability, performance, scalability, and operational efficiency.
• Ensure system improvements are properly implemented, validated, and monitored post-deployment.
• Serve as a trusted technical liaison between business users, customers, engineering teams, and infrastructure partners.
• Lead weekly and monthly service reviews, providing clear updates on incidents, risks, trends, and improvement initiatives.
• Influence decision-making by presenting data-driven recommendations and clearly articulated trade-offs.
• Produce weekly status reports and service metrics, including incident trends, SLA performance, and improvement actions.
• Measure and monitor team performance at defined checkpoints to ensure delivery on time, within scope, and within budget.
• Conduct training sessions and provide hands-on mentoring to support engineers and less experienced staff.
• Foster a culture of operational excellence, accountability, and continuous learning.

Softtek Company Summary:

Founded in 1982, Softtek is a global provider of process-driven IT solutions with 30 offices in North America, Latin America, Europe and Asia. With 15 Global Delivery Centers in the U.S., Mexico, China, Brazil, Argentina, Costa Rica, Spain, Hungary and India, Softtek helps improve time-to-business-solution, lower costs of existing applications, deliver better engineered and tested applications, and produce predictable outcomes for top-tier corporations in over 20 countries.  Through on-site, on-shore and its trademarked Global Nearshore™ service delivery models, Softtek teams with CIOs to constantly increase the business value of IT. Softtek is the creator and a leader of the nearshore industry.

Vision:

We aspire to transcend as a leading global provider of IT and business process solutions, forging longstanding and mutually beneficial relationships built on a foundation of earned trust. We will build our future by being a well-grounded and socially responsible company, with a profitable track record, delivering innovative high quality services, driven by a passionate, human-centric culture.

Services:

• Application-Related Services
• Business Process Outsourcing
• IT Infrastructure Support
• Software Products and Associated Services

Customers:

• Softtek is a preferred service provider for several Fortune 500 organizations
• Top-tier corporations in the markets where we operate

Awards and Distinctions:

• SEI CMMi Level 5
• Six Sigma Corporate Program
• IAOP Global Outsourcing 100 List®, 2009, 2010, 2011
• 10 SAP Award of Excellence in “Best Regional Partner” category
• Named as a "Strong Performer" for SAP Implementation services by Forrester
• Globalization-2010 Award for Performance, GE GDC Program
• BusinessWeek Emerging Outsourcing Players
• ISO 9001:2008 (for Procurement Services from Aguascalientes, Mexico and for “Design, development, support and IT application improvements” in Argentina)
• ISO 9001:2008 Certification (for Development, Maintenance & Application Support in Brazil)
• Gartner Best Solution Delivery Award 2004
• The Global Services 100 - Top Company to Watch South of the Border 2007 & 2008 and Top Company to Watch in Latin America 2006 by neoIT and Global Services Magazine
• Great Place to Work® Institute’s Best Places to Work For: Argentina, Brazil, and Mexico
• Only Latin-American company in Gartner’s Magic Quadrant for Offshore Application Services 2006 & 2007

For additional information, visit our website at www.softtek.com

For other employment opportunities, go to: http://www.softtek.com/en/unitedstates/jobs-usa-canada