Supervise team resources to meet company second level support mission. Manage resources according to service levels and budget. Develop and manage to KPI deliverables and implement measuring systems according to a balanced scorecard.Deliver technical Engineering services for key company product areas. Act as deep level technical resource for Lead products operating in modern technologies. Focus on customer business needs and deliver solutions accordingly.Apply company HR and business policies to maintain effective results and hiring practices. Forecast and manage annual budget, training and equipment needs. Ensure proper workforce planning results monitored and maintained on a quarterly basis.Drive improvements in the customer experience through trend analysis, design and implementation of new processes and tool enhancements.