Senior Manager Support Services

Job description

About the Role

As the Senior Manager Support Services, you will lead Akamai's Asia Pacific, Greater China, and Oceania technical support organization.

You will provide strategic and operational leadership to a high-performing, customer-focused team that ensures the reliability and performance of Akamai's services for enterprise customers.

You will act as a bridge between customers, engineering, and global support leadership — driving excellence in service delivery, innovation in process, and continuous improvement in customer experience.

Key Responsibilities
Leadership & Strategy

· Provide strategic leadership and direction to the APJ Support Services organization (15+ staff), aligning regional operations with global objectives and ensuring operational excellence.

· Collaborate with regional and global Support leaders to define, implement, and scale support delivery programs across Asia Pacific, Greater China, and Oceania.

· Contribute to the global Support strategy through data-driven insights, proactive service innovations, and automation initiatives.

· Refine delivery models to improve efficiency, scalability, and service quality in a rapidly growing, 24/7 support environment.

· Partner closely with peers in Sales, Services, Engineering, Operations, and Products to ensure customer success and influence product development.

· Lead by example in fostering accountability, technical excellence, and a culture of continuous improvement across all levels of the team.

Customer & Service Delivery Excellence

· Ensure delivery of industry-leading technical support services as measured through performance metrics, proactive consultation, and customer satisfaction outcomes.

· Manage customer incidents and escalations to closure, ensuring communication quality and adherence to SLAs.

· Identify systemic product or service issues, drive long-term preventive solutions, and collaborate with engineering on root-cause resolution.

· Champion the adoption of Kepner Tregoe Troubleshooting Methodology, Knowledge-Centered Support (KCS) and Intelligent Swarming to optimize resolution speed, knowledge reuse, and collaboration.

· Oversee 24/7 global service delivery, ensuring operational readiness, business continuity, and alignment with Akamai's global support standards.

Technical Expertise & Enablement

· Serve as a Subject Matter Expert across Akamai's product portfolio and ensure new products are fully supportable as part of the New Product Introduction (NPI) process.

· Define requirements and develop tools and automation to streamline troubleshooting and operational tasks.

· Provide hands-on technical leadership in diagnosing and resolving complex customer issues — this role requires practical, applied technical expertise, not purely administrative oversight.

· Lead and mentor managers, technical specialists, and engineers — fostering technical depth, analytical rigor, and cross-functional problem solving.

· Develop and deliver product and technical training to elevate team expertise and standardize best practices.

Education & Experience

· Bachelor's degree in computer science, Engineering, Information Technology, or a related field and 12+ years of progressive experience in enterprise technical support, customer success, or service delivery; or Master's degree (MBA or MS) and 8+ years of experience.

· Minimum 8-10 of leadership experience, including managing managers and geographically distributed technical teams.

· Proven experience managing enterprise-level, customer-facing technical support organizations in 24/7 global environments.

· Demonstrated success leading teams of 15+ employees, meeting mission-critical SLAs, and delivering measurable improvements in customer experience.

· Track record of implementing automation, AI-driven triage, or workflow optimization initiatives within support operations.

· Experience scaling support operations in a high-growth, geographically dispersed organization.

Technical Mastery

· Proven, significant customer-facing experience with enterprise-class support operations.

· Master-level understanding of Internet fundamentals — including HTTP, SSL/TLS, and DNS.

· Expert knowledge of common network protocols (TCP/IP, ICMP) and diagnostic tools.

· Master-level understanding of web programming (HTML, JavaScript, ASP, JSP).

· Strong working knowledge of Web Application technologies such as J2EE (Tomcat/WebSphere) or .NET architecture, Web Services (SOAP, XML), and web server configuration (Apache, IIS).

· Proven ability to support dynamic web infrastructure including load balancers, databases, and SQL environments.

· Demonstrated familiarity with CDNs, cloud computing, cloud networking, and cybersecurity concepts.

· Experience bridging traditional CDN models with emerging Cloud and Security solutions, helping evolve support capabilities toward Compute Edge and Secure API delivery.

· Demonstrated ability to translate complex technical problems into actionable insights and scalable operational solutions.

Leadership & Communication

· Excellent verbal and written English communication skills, with the ability to convey complex technical concepts clearly to both business and technical audiences.

· Strong analytical, decision-making, and technical writing skills, capable of producing clear documentation and customer-facing communications.

· Proven success in coaching and developing high-performing teams and cultivating leadership talent across technical functions.

· Strong business acumen and ability to translate strategic goals into executable operational plans with measurable outcomes.

· Demonstrated ability to influence cross-functional stakeholders and align regional operations with global service objectives.

Preferred Skills

· Experience supporting customers in media, commerce, or financial services industries.

· Prior exposure to Akamai's platform or similar distributed cloud environments.

· Experience applying Kepner Tregoe Troubleshooting Methodology, Knowledge-Centered Support (KCS) and Intelligent Swarming frameworks at scale.

Required Skill Profession

Other General