Manager, Data Center Operations

2 weeks ago


Delhi, 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 prioritiesAble to drive minimum requirements of quality, security and operability across the team.



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