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Technical Operations Lead
2 weeks ago
We are seeking a Technical Operations Manager to lead our customer support desk.
The ideal candidate will have hands-on experience with Windows Server, AD, RDP, and IIS, as well as basic Linux skills.
They should also have knowledge of virtualization/cloud platforms like VMware, CloudStack, and OpenStack.
Familiarity with security/monitoring tools such as FortiGate, HAProxy, Wazuh, ELK, PRTG, Prometheus, and backups is essential.
ManageEngine ServiceDesk Plus, Excel, PowerShell, and Bash skills are also required.
Achieving ITIL Foundation certification is highly desirable.
Key Responsibilities- Team Leadership:
- Lead a team of 15+ members in daily stand-ups, manage queues, priorities, and escalations.
- Coach L1/L2 on triage, logs, and runbooks.
- Triage & Incident Management:
- Act as the initial incident commander for P1/P2 incidents.
- Stabilize, isolate, and parallelize workstreams.
- SLA, Quality & Tooling:
- Maintain a SLA adherence of ≥ 90% (P2–P4) within 90 days.
- Publish weekly dashboards: SLA, CSAT, reopen rate, backlog aging, and top 10 problem themes.
- Knowledge & Prevention:
- Convert solved tickets to KB/runbooks and hit 80% runbook coverage for recurring issues.
- Raise Problem tickets for chronic incidents.
- Customer Communication:
- Ensure timely incident updates and final RCA letters.