Senior Support Engineering Manager

Who you are

• Significant experience in technical support, network operations, or service operations leadership, including experience managing managers or team leads rather than only individual contributors
• Track record leading teams of comparable size and complexity, with responsibility for coverage across time zones
• Domain knowledge of mobile connectivity or IoT connectivity operations. You should be able to hold a credible conversation on core network signalling (SS7, Diameter, S6a), roaming, attach and session establishment, SMS, and voice, and to interrogate a root cause analysis without needing to run the trace yourself
• Demonstrated ownership of major incident management at scale, including customer-facing escalation and post-incident review
• Experience managing third party vendors and network partners, including escalation and performance conversations
• Comfort working with operational data, using metrics to set targets, identify weak points, and evidence improvement
• Strong written and verbal communication, with the ability to translate technical detail for commercial and executive audiences
• Experience embedding ITIL aligned processes in a live operational environment
• Exposure to automotive, agriculture, or transportation OEMs, or another environment with comparable compliance and quality expectations
• Experience supporting eSIM, eUICC profile management, or multi-IMSI solutions
• Experience leading distributed teams across multiple sites
• Background introducing automation or observability improvements into a support function
• ITIL certification

What the job involves

• We are looking for a Senior Support Engineering Manager to lead the team responsible for keeping Cubic³'s global connectivity platform running for our OEM customers and their devices in the field
• The team sits between our customer-facing support functions and our engineering teams
• Its role is to take ownership of technical support work as it comes in
• Triaging, investigating, and resolving it directly, including making the changes and updates production systems require to fix an issue
• This means engineering teams are engaged only for genuine engineering problems, with the diagnosis and context already done, rather than being pulled into front-line support
• Done well, the function protects engineering focus while giving customers faster resolution
• You will lead a team of technical support engineers who hold the access and authority to make changes to production systems, organised across platform operations, network operations, and change management
• Each area has a team lead reporting to you, and together they provide coverage across regions and time zones
• This is a leadership role rather than a hands-on engineering one, but it requires real technical credibility
• You will be accountable for service performance, for the quality of incident and escalation handling, and for how the team develops
• You will be the senior point of escalation when a customer-affecting issue needs ownership, and the person who makes sure the underlying cause gets addressed rather than the symptom
• You will also own how the function matures
• That means shaping the operational model, improving process discipline around incident, change, problem, and release management, and pushing for better tooling, observability, and automation so the team spends less time on repeatable work — and can safely resolve more at source
• The role is based in Dublin and reports to the VP of DevOps & Architecture
• Lead and develop a team of 15 support and operations engineers, working through team leads to set direction, standards, and priorities
• Coach and grow the team leads, building their capability as people managers and technical decision makers
• Own service performance against agreed SLAs and internal targets, and report clearly on operational health to senior stakeholders and customers
• Act as senior escalation owner for major incidents, coordinating across engineering, vendors, and MNO partners, and holding the line on root cause analysis and permanent fixes
• Plan capacity, coverage, and on-call rotations to sustain support across regions without over-relying on individuals
• Work with MNO partners and vendors on issue escalation, performance, and the introduction of new services, holding them to committed timelines and quality
• Partner with Engineering and Product to feed operational insight into the roadmap, and to make sure new services are supportable before they reach production
• Drive process maturity across incident, problem, change, and release management, and make sure lessons learned translate into changed practice
• Identify and deliver improvements in tooling, monitoring, diagnostics, and automation that reduce manual effort and shorten time to resolution
• Own hiring, onboarding, performance, and development planning for the team, in partnership with the People Team

Benefits

• 25 days annual leave + 2 company days
• Health Insurance
• Pension Contribution
• ESOP
• Tax saver scheme
• Bike to work scheme
• Sports and social activities
• Great annual office outings (Summer BBQ, Christmas party, charity runs)
• Bits & Bobs days (Half day every quarter to get your Bits & Bobs done)
• Learning and Development Opportunities