24/7 Service Operations Leader

7 days ago

Hyderabad Secunderabad Telangana, India beBeeOperations Full time ₹ 5,00,000 - ₹ 8,00,000
Job Title:

Global Service Operations Manager


About the Job:

The Global Service Operations Manager oversees the daily operations of a 24/7 support environment, ensuring timely issue resolution and excellent service support to global users. This role is responsible for monitoring tickets, managing escalations, and enforcing service delivery best practices aligned with ITIL principles.


Key Responsibilities:
  1. Manage the daily operations of a 24/7 Global Service Desk, including teams across multiple geographies (phone, email, live chat).
  2. Monitor tickets, ensure SLA adherence, and manage escalations for timely incident resolution.
  3. Implement and enforce service delivery best practices aligned with ITIL principles.
  4. Develop, track, and analyze performance metrics and KPIs for continual service improvement.
  5. Schedule and allocate resources effectively across shifts, ensuring optimal team coverage.

Required Skills and Qualifications:
  • Full-time Technical Graduate (preferred)
  • 10+ years of experience in IT Service Management
  • Minimum 5 years in Service Desk roles
  • Minimum 3 years managing Service Desk or IT Helpdesk operations
  • ITIL v3 or v4 Certification (required or working knowledge)
  • Strong technical exposure and hands-on understanding of: Windows OS, Active Directory, G Suite, MS Office
  • Networking basics and ticketing tools (ServiceNow, JIRA, Remedy)
  • Proven ability to manage and track KPIs, SLAs, OLAs, and team productivity

Benefits:

This role offers opportunities for professional growth, teamwork, and continuous learning. The ideal candidate will be able to lead geographically distributed teams and possess strong analytical and problem-solving skills.


Others:

The successful candidate will have excellent written, verbal, and interpersonal communication skills and be able to manage high-pressure situations and prioritize tasks independently.

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