Senior Technical Operations Manager

3 days ago

Cochin, Kerala, India beBeeLeadership Full time ₹ 1,00,00,000 - ₹ 1,20,00,000

Job Title: Technical Support Team Lead

Job Summary:

This is a senior leadership role responsible for the day-to-day technical operations of our customer support desk.

  • Responsibilities include leading a team, driving first-time fix and SLA adherence, and being incident commander for P1s.

Key Responsibilities:

Technical Operations

Lead a 15+ member team responsible for the day-to-day technical operations of our customer support desk.

Drive first-time fix and SLA adherence.

Be incident commander for P1s.

Team Leadership

Run daily stand-ups.

Manage queues, priorities, and escalations.

Coach L1/L2 on triage, logs, and runbooks.

Conduct weekly QA scoring and 1:1s.

Incident Management

Act as initial incident commander for P1/P2 incidents.

Stabilize, isolate, and parallelize workstreams.

Validate signals from monitoring tools, correlation, and rollback/containment calls.

Ensure clean handoffs to Infra L3 with complete context, logs, and timelines.

SLA and Quality

Maintain >95% SLA on P2–P4 incidents.

Target MTTR ↓ 20% in 90 days.

Publish weekly dashboards: SLA, CSAT, reopen rate, backlog aging, top 10 problem themes.

Knowledge Management

Convert solved tickets to KB/runbooks.

Hit 80% runbook coverage for recurring issues.

Raise Problem tickets for chronic incidents.

Drive RCAs and corrective actions with Infra/Dev.

Partner with Security/SOC

Partner with Security/SOC for alert tuning and playbooks (lockouts, brute-force, EDR events).

Ensure timely incident updates (cadence by priority), final RCA letters, and release/maintenance comms.

Must-Have Skills include hands-on experience with Windows Server, AD, RDP, IIS, basic Linux, networking, virtualization/cloud, security/monitoring, and tools like ManageEngine ServiceDesk Plus and Excel/Sheets.

Nice-to-Have skills include tally/ERP hosting exposure, TSPlus/RD Gateway, Log360, Ansible basics, AWS/GCP/Azure fundamentals, and certifications like NSE-1/2, MS-900/SC-900, or AWS CCP.

Success Metrics within the first 90 days include SLA adherence ≥ 90%, MTTR ↓ 20%, reopen rate < 8%, CSAT ≥ 4.5/5, runbook coverage ≥ 80% for top 20 recurring issues, and reducing ticket backlog >7 days by 60%.

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