Technical Solution Manager

In this position you will…

… be leading the technical implementation of innovative solutions within the Advanced Product Engineering Group, ensuring all initiatives are perfectly aligned with the organization's strategic mission. You will be effectively managing the service delivery and service levels of our technology services across bolttech's operating markets in North Asia, with a primary focus on our key strategic customers. You will be collaborating closely with the development team to ensure prototypes are optimized for production launch, maintaining a balance between technical excellence and speed. You will also be accountable for the deliverables of your team and direct reports, ensuring the provision of reliable and robust technology services to support the company's rapid growth.

You will be responsible for…

• Leading Advanced Product Engineering development and the execution of technical initiatives as part of bolttech's global strategy.
• Acting as the primary point of contact (SPOC) for Technology Services for both internal and external stakeholders, including teams, clients, partners, and vendors, while working in close alignment with product owners and managers.
• Supporting Senior Tech Leads to develop and execute the technical strategy for the Group while considering regional stakeholder requirements.
• Managing internal and external service providers responsible for delivering services and maintaining high service levels for our customers.
• Regularly reviewing support workflows with Tech Leads and the bolttech Support Team Lead to ensure they remain relevant, efficient, and up to date.
• Designing, scoping, and developing solutions that find the optimal tradeoff between technical excellence and speed of delivery, considering existing WIPs and available team talent.
• Ensuring timely development of POCs and prototypes by prioritizing quick time-to-market with MVP features.
• Applying Agile techniques to deliver key features quickly and ensuring stories are delivered incrementally by breaking down tasks and scheduling sustainable workloads.
• Using Lean techniques and principles to identify the most efficient ways of delivering systems, preventing waste by eliminating redundant steps and building supporting automation.
• Participating in detailed solutioning discussions with architects to ensure broad-scale designs account for specific technical nuances and execution constraints.
• Identifying relevant service delivery and support gaps while working closely with respective teams to drive solutions and ensure appropriate closure.
• Assisting in resolving key customer service requests occasionally through a "hands-on" approach when necessary.
• Facilitating the incident management process in collaboration with the incident manager during major technology incidents and acting as the key point of contact throughout the recovery process.
• Managing and ensuring that agreed service levels (SLAs) are consistently maintained and being actively involved in resolving customer incidents as a representative for all stakeholders.
• Maintaining deep familiarity with current and upcoming bolttech Technology Services offerings and new product launches.
• Providing ad-hoc service management reports, such as Service Level Health and Root Cause/Incident Reports, as required by the business.

For you to be successful…

Impactful

• Takes accountability and self-motivated to deliver results even in situations which are not straight-forward
• Focused on objectives and identifies activities and key results required to meet them

Curious

• Engages in learning activities and is interested in understanding different ways of doing things including the key activities performed by others in team
• Keeps up to date on relevant frameworks, applications, software, and/or tools

Collaborative

• Develops collaborative and dynamic working relationships to achieve the best possible outcomes
• Manages conflict respectfully and effectively, provides constructive feedback and looks for or proposes middle ground solutions

Creative

• Identifies beneficial new approaches and ways of looking at problems, introduces them within team
• Proactively tests out new offerings and looks at innovations that can be leveraged to build useful solutions

Communication

• Communicates clearly and actively listens to others
• Communication is specific and fact based using a style appropriate for the audience

You will require the following qualifications and skills

• Business-level English proficiency required; the first introductory call will be conducted in English.

• BSc in Computer Science, Information Technology, Information Systems Engineering, Business Information Systems, or a related technical field

• Minimum 8 to 10 years of working experience in a Technical/Engineering leadership role, preferably within an Insurtech, Fintech, or Digital organization

• Extensive experience and sound knowledge of Cloud Computing, Application Services, Customer Service Management, and Agile Methodologies.

• Proven know-how of technical stacks including Java, JavaScript, AngularJS, NodeJS, Vue.js, React, PHP, Apache Web Server, Nginx, MySQL, PostgreSQL, and MongoDB.

• Strong exposure to Agile practices, specifically within organizations that possess internal Product and Engineering capabilities.

• Excellent verbal and written communication skills with the ability to build relationships across multiple countries and all levels of the organization.

• Ability to work effectively under pressure, demonstrating strong problem-solving and decision-making skills while managing multiple business priorities.

• Ability to manage both internal and external (vendor-based) resources.

• Possession of other ITSM or Agile-related certifications is considered a significant added advantage.

• Business-level Japanese proficiency preferred; Japanese interviews may be conducted where applicable.