TechOps & Support Manager at Sumerge-1 — Egypt

About The Role

TechOps & Support Manager

> Sumerge · Cairo, Egypt (Hybrid) · Full-time · Posted 2026-08-30

**Workplace:** hybrid

**Department:** Technical Support

Description

Our TechOps & Support Manager Leads the Technical Operations function by overseeing production support services, ensuring operational excellence, driving service reliability, and developing high-performing teams to deliver exceptional customer and business outcomes.

Responsibilities

Own team outcomes across a defined domain or capability.
Set KPIs and ensure alignment with department-level goals.
Manage capacity, allocate workstreams, and optimize workflows.
Develop ICs through structured growth and coaching plans.
Proactively identify and solve performance or process issues.
Lead hiring and talent development efforts.
Drive cross-team coordination and execution alignment.
Support change initiatives and foster a culture of high standards.

Requirements

Bachelor's degree or Diploma in Computer Science, Engineering, or a related field.
10–12+ years of experience in Technical Operations, Production Support, Infrastructure, DevOps, or Site Reliability Engineering, including leadership responsibilities.
Strong expertise in Linux/Windows administration, enterprise infrastructure, CI/CD pipelines, Kubernetes, OpenShift, IBM Cloud Pak solutions, Confluent, Elasticsearch, Databases (SQL, DB2, MongoDB, etc.), monitoringand observability tools (Grafana & Prometheus).Proven experience managing enterprise production environments, incident management, service reliability, backup and disaster recovery, operational governance, and SLA/SLO performance.
Strong understanding of customer support operations, service management principles, risk management, vendor management, and continuous service improvement.
Demonstrated ability to lead technical teams, manage stakeholder relationships, prioritize competing business needs, and drive operational excellence.
Excellent leadership, communication, negotiation, strategic planning, analytical, and decision-making skills with a strong customer-focused mindset.