Chief Technical Officer

5 days ago

Bharatpur, Rajasthan, India beBeeOperations Full time ₹ 45,00,000 - ₹ 80,00,000

Technical Operations Manager

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The primary function of this role is to oversee the technical operations of our customer support desk, ensuring that day-to-day activities are carried out efficiently and effectively.

The successful candidate will lead a team of 15+ members, drive first-time fix and SLA adherence, and be incident commander for P1s. Key responsibilities include team & queue leadership, technical triage & incident management, SLA, quality & tooling, knowledge & prevention, and customer communication.

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Key Responsibilities:

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  • Manage queues, priorities, and escalations (L1→L2→L3).\
  • Coach L1/L2 on triage, logs, and runbooks; conduct weekly QA scoring and 1:1s.\
  • Own shift rosters with Ops Lead; ensure 24×7 coverage without burnout.\
  • Act as initial incident commander for P1/P2: stabilize, isolate, parallelize workstreams.\
  • Validate signals from monitoring tools, correlation, and rollback/containment calls.\
  • Ensure clean handoffs to Infra L3 with complete context, logs, and timelines.\
  • Maintain >95% SLA on P2–P4, target MTTR ↓ 20% in 90 days.\
  • Publish weekly dashboards: SLA, CSAT, reopen rate, backlog aging, top 10 problem themes.\
  • 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 for alert tuning and playbooks (lockouts, brute-force, EDR events).\
  • Ensure timely incident updates (cadence by priority), final RCA letters, and release/maintenance comms.\
  • Experience Windows Server/AD/RDP/IIS, basic Linux, networking (NAT, VPN, SSL, DNS), certificates.\
  • Virtualization/cloud: VMware/vCenter, CloudStack/OpenStack basics, snapshots/DR.\
  • Security/monitoring: FortiGate or PFsense, HAProxy, Wazuh/ELK, PRTG/Prometheus, backups.\
  • Tools: ManageEngine ServiceDesk Plus (SLA, automation, reports), Excel/Sheets, PowerShell/Bash.\
  • ITIL Foundation (or equivalent exposure).\

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