Customer Support Team Technical Operations Manager

4 days ago

Allahabad, Uttar Pradesh, India beBeeLeadership Full time ₹ 80,00,000 - ₹ 1,20,00,000
Technical Operations Lead Role

Are you a skilled technical professional looking to lead a team of technical support specialists? We are seeking a talented individual to oversee the day-to-day operations of our customer support desk.

Key Responsibilities:
  • Manage and coordinate daily activities, prioritize tasks, and ensure seamless handoffs between team members.
  • Coach and mentor junior staff on troubleshooting, log analysis, and process improvements.
  • Develop and maintain shift schedules with the Ops Lead to ensure 24/7 coverage without burnout.
  • Respond to and resolve complex technical issues in a timely manner, maintaining excellent communication with stakeholders.
  • Validate alerts from monitoring tools, troubleshoot root causes, and implement corrective actions.
  • Collaborate with Infra and Dev teams to drive problem resolution and improve overall system reliability.
  • Implement and maintain processes for tracking and analyzing key performance indicators (KPIs).
  • Develop and present regular reports on team performance, identifying areas for improvement.
  • Stay up-to-date with industry trends, best practices, and emerging technologies to continuously improve processes and services.
  • Ensure compliance with company policies, standards, and regulatory requirements.
Required Skills:
  • Strong technical skills, including Windows Server, AD, RDP, IIS, Linux, networking fundamentals, certificates.
  • Experience with virtualization/cloud platforms, including VMware, vCenter, CloudStack, OpenStack.
  • Proficiency in security and monitoring tools, such as FortiGate, HAProxy, Wazuh, ELK, PRTG, Prometheus.
  • Familiarity with ITIL Foundation principles and industry-standard tools.
  • Excellent communication, leadership, and coaching skills.
Success Metrics:
  • SLA adherence ≥ 90% (P2–P4); P1 response cadence met 100%.
  • MTTR ↓ 20%, reopen rate < 8%, CSAT ≥ 4.5/5.
  • Runbook coverage ≥ 80% for top 20 recurring issues.
  • Ticket backlog >7 days reduced by 60%; clean Problem/RCA pipeline in place.

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