Job Description

Operations Manager_

Experience: 12+ yrs

Location: Gurgaon/Bangalore

Responsibilities: Program Management

• Manage Monitoring and Technical support programs with ownership of the following functions:

o Team Management o Customer Management

o Project Governance - Internal and External - Weekly/Fortnightly/Monthly/Quarterly Reviews

o Stakeholder Management

o Operations Dashboarding and Analytics

o Internal Senior Management Reviews

o Knowledge Management

o Team-Ramp-up and Skill enhancement

o Training Management

o Shift Management / Roster Management

o Administrative management Technical Management

• Manage customer-reported problems/escalations from monitoring and other internal teams, by performing complex Investigations and troubleshooting following the process and SLAs

• Deep-level troubleshooting along with detailed Root Cause analysis of problems

• Work with other teams in the company to resolve technical problems as needed

• Perform problem management activities to ensure a type of problem does not reoccur on other customer environments

• Ensuring high performance of the service and solution managed

• Producing system documentation for the customer and support team

• Updating the call tracking system, providing status updates and action plans, providing customer resolution reports for issues . Manage case lifecycle, and case escalations internally and externally

• Work with internal teams and Customers and provide or get in a timely manner all information required to close the case expeditiously

General Skills Required:

• Good command of English Language communication (Verbal and Written)

• Past experience in handling Global customers specifically North American and Europe based

• Experience working with customers in deployment and support environment

• Ability to troubleshoot network and application software

• Flexibility to work in a 24x7 environment

Technical Skills Required:

• Good knowledge and hands-on skills in Operating systems such as LINUX and others

• Good knowledge of Problem-solving and incident management processes along with ITIL knowledge.

• Good understanding of any IT Service Management tool to log, monitor, and document incidents/tickets.

• Past experience in installing, upgrading, configuring, and supporting application software, Linux etc

• Good technical Knowledge on IP networks, Wi-Fi, LTE connectivity, and VSAT solutions with past experience in troubleshooting roles for these technologies

Responsibilities:
Eligibilities: