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.