Solution Engineering Manager

About the role

We are representing an opportunity to help lead the operational health, stability, and continuous improvement of a mission-critical customer billing and meter-to-cash application portfolio. We are looking for a technically strong leader who can drive service excellence, strengthen support processes, and partner across business, technology, vendors, and service teams to keep critical systems running smoothly.

Responsibilities

• Own application maintenance operations for the customer billing portfolio and support reliable day-to-day service delivery.
• Monitor availability, stability, resiliency, service performance, incident trends, backlog health, and customer satisfaction measures.
• Lead major incident management, root cause analysis, production change governance, and efforts to reduce recurring issues.
• Partner with managed service providers, internal teams, and business stakeholders to drive continuous improvement, compliance, readiness, and executive communications.

Requirements

• Bachelor’s degree in computer science, engineering, or a related field; Master’s degree preferred.
• 10+ years of experience in the technology industry, including 3+ years in a leadership role.
• 10+ years of experience supporting large-scale enterprise applications in production environments and 5+ years leading application maintenance and support organizations.
• Experience managing managed service providers and offshore support teams, along with Incident, Problem, Change, and Release Management processes.
• Knowledge of ITIL Service Management practices and experience supporting regulatory, compliance, and audit activities.
• Experience managing operational budgets, forecasts, vendor spend, and communicating effectively with executive leadership and business stakeholders.