Manager, Data Center Operations

1 month ago


Guntur, India Blackbaud India Full time

About the role:

The Operations Center Manager will be responsible for managing the day-to-day operations of the Blackbaud-India Operations Center team, including supervising and mentoring technicians, coordinating support activities, escalating issues appropriately, and measuring success against key performance indicators (KPIs). This role requires a blend of technical expertise, leadership skills, and a commitment to customer satisfaction.

What you’ll be do:

  • Team Leadership:
  • Supervise and mentor Operations Center staff, including providing training, quarterly check-ins with each employee, and fostering professional development and technical skills.
  • Schedule and manage team shifts to ensure adequate coverage and maintain service level agreements (SLAs) and key performance indicators (KPIs)
  • Operational Management:
  • Oversee the day-to-day operations of the front line Operations Center, including phone support, chat support, tier 1 ticket management, prioritization, and resolution, and escalation to tier 2 support.
  • Monitor Operations Center metrics and key performance indicators to identify areas for improvement and implement necessary changes.
  • Develop and enforce Operations Center policies, procedures, and best practices to enhance efficiency and effectiveness.
  • Technical Support:
  • Provide advanced technical support and troubleshooting for complex issues that are escalated from Operations Center staff.
  • Collaborate with teams and other departments to resolve customer impacting, system-wide or cross-functional issues.
  • Stay updated with the latest technology trends and solutions to offer informed guidance and support.
  • Customer Service:
  • Ensure high levels of customer satisfaction by maintaining effective communication and addressing feedback or complaints promptly.
  • Analyze customer feedback and support trends to identify opportunities for service improvement.
  • Develop and maintain knowledge base articles, FAQs, and training materials for both customers and staff.
  • Reporting and Documentation:
  • Prepare and present regular reports on Service Desk performance, including key metrics, trends, and front line support statistics.
  • Maintain accurate documentation of support procedures, ticket resolutions, and system configurations.

What you’ll bring:

  • 10+ years of experience in a help desk or technical support role, with at least 5 years in a supervisory role.
  • Strong technical knowledge of IT systems, software, and hardware.
  • Proven leadership and team management skills.
  • Able to work flexible hours as required by business priorities
  • Able to drive minimum requirements of quality, security and operability across the team.



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