Technical Support & Infrastructure Operations Manager

Job Description

Title: Technical Support & Infrastructure Operations Manager

Company Name: Ultra Group

Vacancy: --

Age: At least 26 years

Job Location: Anywhere in Bangladesh

Salary: Tk. 50000 - 100000 (Monthly)

Experience:

• At least 5 years
• The applicants should have experience in the following business area(s): Software Company, IT Enabled Service, Call Center, Artificial Intelligence (AI) Startup

• Bachelor/Honors

• At least 5 years
• The applicants should have experience in the following business area(s): Software Company, IT Enabled Service, Call Center, Artificial Intelligence (AI) Startup

• Age At least 26 years
• Only Male

Hands-On Leadership Role | Remote

We are looking for a strong, experienced and highly dependable Technical Support & Infrastructure Operations Manager to work directly alongside the founder.

This is a senior, hands-on management position for someone with a proven history of leading technical-support teams, managing server and platform infrastructure, improving operational processes and ensuring work is completed properly.

We need someone who takes ownership, pays close attention to detail and gets the job done. You must be comfortable managing people and systems while remaining willing to step into the work yourself whenever required.

This is an opportunity to become a trusted senior leader within a growing portfolio of digital businesses, websites, applications and customer services.

The Role

You will help manage the day-to-day technical operation across customer support, people, processes and infrastructure.

You will work closely with the founder to turn priorities into clear actions, allocate responsibilities, follow up delivery and ensure that completed work meets company standards.

Your responsibility does not finish when a task has been assigned. You will remain accountable until it has been completed, tested, documented and confirmed as working.

Key Responsibilities

Technical Support Leadership

• Lead and actively support a small customer-facing technical-support team.

• Maintain fast, accurate and professional customer service.

• Personally assist with live chats, difficult cases and technical escalations when required.

• Review support conversations and ensure customers receive complete resolutions.

• Train staff in troubleshooting, customer communication and correct support procedures.

• Build practical roleplays, assessments and competency sign-offs.

• Identify recurring support problems and correct their root causes.

• Ensure response-time, service-quality and escalation standards are consistently achieved.

Team Management

• Allocate work with clear owners, priorities, deadlines and acceptance criteria.

• Follow up tasks until they are genuinely complete.

• Review and verify work instead of relying on verbal assurances.

• Manage attendance, timekeeping, productivity and individual performance.

• Conduct practical training, coaching, one-to-ones and performance reviews.

• Identify skills gaps and create measurable improvement plans.

• Handle poor performance fairly, promptly and confidently.

• Build a culture based on honesty, ownership, accountability and continuous improvement.

• Keep the founder informed through clear, concise and accurate reporting.

Server Estate and Infrastructure

• Manage and maintain oversight of our server, hosting and application estate.

• Monitor system availability, performance, capacity, backups and security.

• Coordinate deployments, migrations, maintenance and incident response.

• Maintain control of domains, DNS, SSL, Cloudflare, access and credentials.

• Improve monitoring, alerting, backup and disaster-recovery procedures.

• Maintain clear infrastructure documentation and asset records.

• Investigate technical incidents logically and coordinate the correct resolution.

• Work effectively with developers, DevOps engineers and external providers.

• Ensure infrastructure work is properly tested before being approved.

• Identify risks before they become outages or urgent problems.

Processes and Operational Delivery

• Build, document and enforce practical operating procedures.

• Improve task management, reporting, handovers and escalation.

• Ensure blockers are raised early with evidence and proposed solutions.

• Establish clear quality-control and completion standards.

• Identify repeated failures and resolve the underlying process or training issue.

• Help create an organised, measurable operation that can scale.

• Reduce unnecessary dependence on the founder without reducing visibility or standards.

Required Experience

Applicants must have:

• A minimum of five years’ relevant professional experience.

• Proven experience managing a technical-support or IT operations team.

• Hands-on experience providing customer-facing technical support.

• Practical experience managing servers, hosting or cloud infrastructure.

• Evidence of recruiting, training, coaching or developing technical staff.

• Strong Linux, networking and technical troubleshooting knowledge.

• Experience managing incidents, priorities and competing operational demands.

• Strong task-management and quality-control discipline.

• Excellent written and spoken English.

• The ability to explain technical issues clearly to both customers and staff.

• A stable professional history with increasing responsibility.

• Strong leadership, judgement and attention to detail.

• The confidence to make decisions and take responsibility for their outcomes.

Relevant Technical Knowledge

Strong candidates should be comfortable with several of the following:

• Linux servers and VPS environments

• AWS, Azure or other cloud platforms

• Docker and containerised applications

• GitHub, Gitea and deployment workflows

• CI/CD and release management

• Nginx, PM2 and reverse proxies

• PostgreSQL, Redis and application services

• DNS, SSL, Cloudflare and domain management

• Monitoring, logging, backups and disaster recovery

• WordPress, cPanel, hosting and website migrations

• APIs, web applications and third-party integrations

• CRM, ticketing and live-chat platforms

• TeamViewer, AnyDesk or similar remote-support tools

• Android applications, VPNs and customer devices

You do not need to be a senior software developer, but you must be technically credible enough to investigate problems, coordinate specialists, challenge incomplete answers and verify that work has been completed correctly.

The Person We Want

We are looking for a manager who leads from the front.

You should be calm under pressure, highly organised and determined to reach the correct outcome. When something goes wrong, you investigate it. When someone needs training, you train them. When work falls below standard, you correct it and prevent the same failure from happening again.

You will:

• Take responsibility without waiting to be chased.

• Think logically and make evidence-based decisions.

• Communicate problems honestly and early.

• Bring possible solutions rather than simply reporting obstacles.

• Maintain high standards without creating unnecessary conflict.

• Support the team while holding each person accountable.

• Remain hands-on and practical despite holding a management position.

• Care about the details that determine whether a service is genuinely reliable.

• Have the ambition to become a trusted senior leader within the business.

What Success Looks Like

Within the first three months, you should have:

• Developed a detailed understanding of our systems, products and customers.

• Assessed the team’s capabilities and addressed priority skills gaps.

• Improved technical-support quality and operational discipline.

• Established clear ownership, deadlines and completion standards.

• Organised and documented the server and application estate.

• Strengthened monitoring, backups, access management and incident response.

• Improved communication between support, infrastructure and development.

• Demonstrated that assigned work is followed through to a verified result.

• Reduced the number of routine operational matters requiring the founder’s involvement.

• Earned the trust to take ownership of wider technical operations.

Why Join Us?

You will work directly with the founder across a growing group of digital platforms, customer services, websites and applications.

This is not a narrow corporate management position. You will have the freedom to improve systems, develop people, influence technical decisions and make a visible impact across the business.

For the right person, this can develop into a long-term senior leadership position with broader responsibility as the team and businesses grow.

We value ability, honesty, initiative and measurable delivery—not politics, inflated titles or corporate language.

Application Requirements

Please include specific answers to the following:

1. How many years have you worked in technical support and IT operations?

2. What technical-support teams have you managed, and how many people reported to you?

3. Describe the server or cloud estate you personally managed.

4. What were you personally responsible for during a serious technical incident?

5. Give one example of an underperforming employee or team you successfully improved.

6. How do you verify that an assigned technical task has been completed correctly?

7. What is your current employment status, notice period and earliest possible start date?

8. What are your current and expected monthly salary requirements?

We are looking for clear, honest and specific evidence. Generic management statements without measurable examples will not be sufficient.