Job Description

Our client is a reputed US based MNC, that specializes in remote video monitoring and leverages artificial intelligence, micro services, IoT, video Streaming and Cloud Computing in their innovative approach to video surveillance as a service. In this role of a senior Director for Technical Support you will be taking ownership regarding coordination and execution of operations teams responsible for all technical and customer support.

Location: Vizag, India

Work Hours: 45-50 hours week (typical), as needed to meet company objectives and team deliverables.

Probable work hours: 3:30 PM - 12:30 AM, Monday - Friday

Immediate Joiners Preferred.

Please contact Muhammed Abraar or email your cv directly in word format to .

Please note that due to the high number of applications only shortlisted candidates will be contacted. If you do not hear from us in the next 5 business days we regret to inform you that your application for this position was unsuccessful. Tech-India@theedgepartnership.com

Key responsibilities

• Develop and implement short and long-term goals, objectives, strategic plans, policies, and operating procedures.
• Monitor and evaluate programmatic and operational effectiveness and make necessary improvements for optimal performance.
• Provide strategic advice and recommendations to leadership for the development, implementation, and evaluation of operating policies, practices, and procedures.
• Take responsibility for organizational performance, headcount, budgeting, and execution.
• Contribute to and actively manage performance metrics for your leadership team and act as a mentor.
• Ensure the delivery of key performance indicators (KPIs) such as service levels, customer experience, quality measures, and compliance.
• Develop and optimize the skills of the operational talent pool, including attracting external talent and implementing succession planning.
• Establish a robust communication and engagement model to ensure effective information flow and team understanding of business performance and needs.
• Identify and implement operational best practices through collaboration with the wider team.
• Motivate and performance manage Support Service Managers to ensure the achievement of overall targets and business plans.
• Identify opportunities for service and process improvements.
• Demonstrate measurable results, such as business improvements, cost savings, and revenue generation.
• Translate business strategy into day-to-day operational delivery.
• Set and review quality performance standards.
• Oversee and manage the performance management system and handle disciplinary actions when necessary.
• Ensure business continuity planning on a daily, weekly, and quarterly basis, including staffing coordination, work-from-home planning, and disaster recovery plans.

• Bachelor\'s or master\'s degree in operations management, business administration, or a similar discipline.
• Experience in Blended Contact centre operations is highly preferred.
• Expertise in the installation and configuration of Switches & Routers, DHCP, DNS, IIS, Proxy, Exchange Server, Troubleshooting Ethernet Networks, and Avaya VoIP telephones TS & installation.
• Experience managing large multi-site/multi-skilled contact centers or working in an Outsourcing or contact center operation.
• Strong track record of leadership, people management, communication, and influencing skills at a senior level.
• Proficient in using CRM systems.
• Familiarity with day-to-day MIS operations and reporting.

• Networking fundamentals and troubleshooting expertise.
• Hands-on experience with device health metrics, device management, and investigation.
• Knowledge of storage solutions such as NAS and SAN.
• Understanding of CCTV VMS and infrastructure design and implementation.
• Strong process management skills to identify, design, create, and fulfil operational processes.
• Service delivery management skills to review, identify, and manage ticket operations through the service lifecycle.
• Excellent time management and project management skills to estimate, plan, and ensure timely project completion.
• Leadership skills to manage technical human resources, handle communications with senior management, and provide timely project reporting.
• Strong team management, operations, troubleshooting, and stakeholder management abilities.

The Edge Partnership