TechOps Operations Manager

4 weeks ago

Gurgaon, Haryana, India AHEAD Full time
About This Role

We are looking for a dedicated Operations Supervisor to oversee our infrastructure environment. This role is essential for ensuring the optimal performance and reliability of our systems. The ideal candidate will have extensive experience in managing TechOps environments and possess strong leadership capabilities to drive the success of our IT operations.

Key Responsibilities:

  • Team Supervision: Supervise a team of admins and engineers, providing guidance, coaching, and performance feedback. Promote a positive work environment and encourage teamwork and collaboration.
  • Workload Management: Monitor workloads and adjust as necessary to ensure optimal resource utilization.
  • Coverage Coordination: Ensure proper coverage within the shifts in coordination with the Tl's.
  • Training Needs Identification and Coordination: Identify training needs within the team and coordinate training programs to enhance technical skills and knowledge. Foster a culture of continuous learning and professional development.
  • Performance Reporting: Provide regular reports and updates to TL / Managers on team performance and operational metrics.
  • System Performance Monitoring: Monitor system performance and proactively address any issues or potential risks.
  • Ticket Management: Monitor the ticketing queue and ensure SLA adherence is met.
  • Collaboration and Support: Collaborate with other departments in case of any issues. Mentor and support team members, fostering an environment of professional growth and development.
  • Change Management: Ensure changes are approved by the customer as well as AHEAD and implemented within the scheduled timeframe.
  • Crisis Management: Responsible for communicating, leading, and managing all high severity outage situations.
  • Onboarding: Assist with the onboarding of new team members.
  • Guidance and Support: Provide guidance to the team as and when required.
  • Continual Service Improvement: Participate in internal Managed Services focused continual service improvement projects.
  • P1 Issue Management: Act as a point of contact for any P1 issue, take the lead and triage different resources as required. Escalate as necessary and keep everyone up to date with the status and latest progress.
  • Shift Handovers: Ensure proper and complete shift handovers are sent on every shift.
  • TechOps Dashboard Management: Keep a check on TechOps dashboard and ensure all tickets are updated and no aged tickets are there.
  • Login and Attendance Adherence: Keep a check on login adherence as well as team attendance.

Requirements:

  • Education: Bachelor's degree in computer science, Information Technology, or equivalent certification.
  • Organizational and Time Management Skills: Strong organizational and time management skills.
  • Problem-Solving and Decision-Making Abilities: Excellent problem-solving and decision-making abilities.
  • ITIL Certification: ITIL Certified a plus point.
  • Experience: A minimum of 9 years of experience in TechOps support, with at least 3 to 4 years in a supervisory role.
  • Leadership and Team Management Skills: Excellent leadership and team management skills.
  • Communication Skills: Strong communication skills, both verbal and written.
  • Task Management and Pressure Handling: Ability to manage multiple tasks and work effectively under pressure.

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