Technical Support Operations Manager

1 day ago

Nellore, Andhra Pradesh, India beBeeOperations Full time ₹ 1,50,00,000 - ₹ 2,50,00,000
Senior IT Operations Manager">

The primary objective of this role is to oversee the entire support operations, encompassing urgent and complicated issues. Key responsibilities include managing and coordinating these complex issues, providing training and mentorship to junior engineers, ensuring 24X7 service availability, adhering to Service Level Agreements (SLA), implementing ITIL standards in service delivery practices, and serving as an escalation point for all requests and incidents.

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  • Leads a team of technical support engineers, fostering collaboration and knowledge sharing within the team.
  • Maintains up-to-date knowledge of technology trends and industry best practices to ensure efficient support operations.
  • Develops and implements strategies to enhance customer satisfaction, resolve problems efficiently, and maintain high-quality services.

This position demands exceptional leadership skills, deep understanding of IT and PC troubleshooting, excellent communication and problem-solving abilities, strong English language proficiency, and certifications in Microsoft and Azure as added advantages.

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About the Role:

This senior-level position involves overseeing the entirety of support requests, incidents, and problems. The selected candidate will be responsible for leading the team, managing complex support issues, training junior engineers, maintaining 24X7 service availability, establishing ITIL standards, acting as an escalation point, and providing data-driven insights on KPIs and trends to various stakeholders.

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