Operations Manager- Mumbai
5 days ago
Operations Manager in Managed ServicesCombination of technical expertise (L3 engineer) with a focus on process, efficiency, and team leadership (Operations Manager) within a client-focused service delivery environment.Responsible for resolving the most complex technical issues, driving continuous improvement, and ensuring operational excellence and client satisfaction.Key Responsibilities- Expert-Level Technical Support: Act as the final point of escalation for complex, high-impact incidents that L1 and L2 support teams cannot resolve, providing expert-level troubleshooting and problem resolution. - Problem and Incident Management: Lead root cause analysis (RCA) for recurring issues and implement permanent solutions to prevent future occurrences, all within established Service Level Agreements (SLAs). - Operational Efficiency & Process Improvement: Monitor and optimize daily operational processes to ensure cost-effectiveness and productivity. Identify bottlenecks, eliminate waste, and implement continuous improvement initiatives, often using methodologies like Lean or Six Sigma. - Team Leadership and Mentorship: Provide guidance, coaching, and mentorship to junior L1 and L2 support engineers. Conduct training sessions and create technical documentation/knowledge articles to enhance overall team competency. - Vendor and Stakeholder Management: Coordinate and manage relationships with third-party vendors for escalations and equipment/software procurement. Liaise between internal teams, clients, and senior management to ensure alignment and clear communication. - Project Management & Implementation: Manage and implement technical projects, such as system upgrades, new technology deployments, or disaster recovery functions, ensuring they are delivered effectively and on time per client requirements. - Quality Assurance and Compliance: Establish quality standards, perform regular audits, and ensure all operations and processes adhere to company policies, industry standards (e.g., ITIL), and regulatory requirements. - Performance Monitoring and Reporting: Define, monitor, and analyze key performance indicators (KPIs) and operational metrics. Prepare and present reports to senior management to inform data-driven decision-making.Required Skills & Qualifications- Education: A Bachelor's degree in Computer Science, Information Technology, Operations Management, or a related field (or equivalent work experience). - Experience: Typically requires a minimum of 5-8 years of experience in IT infrastructure, technical support, or an operations support role, preferably within a managed services environment. - Technical Expertise: In-depth, cross-functional knowledge of relevant technologies (e.g., Cloud, Security, Networking, Applications, Databases, Operating Systems). - Certifications: Relevant industry certifications (e.g., ITIL, CCNP/CCIE, PMP, Lean Six Sigma) are often highly valued or required. - Soft Skills: Strong analytical and problem-solving abilities, excellent communication and leadership skills, adaptability, organizational skills, and a client-focused approach. - Tools: Proficiency with operational software, project management tools (e.g., Jira, ServiceNow), monitoring tools, and data analysis software.
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