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Operations Supervisor

4 weeks ago

Gurgaon, Haryana, India AHEAD Full time
Job Title: Operations Supervisor

We are seeking a highly skilled and experienced Operations Supervisor to join our team at AHEAD. As an Operations Supervisor, you will play a crucial role in ensuring the smooth operation of our technical processes and the overall success of our department.

Responsibilities:
  • Supervise a team of admins and engineers, providing guidance, coaching, and performance feedback.
  • Monitor workloads and adjust as necessary to ensure optimal resource utilization.
  • Ensure proper coverage within the shifts in coordination with the TL's.
  • Identify training needs within the team and coordinate training programs to enhance technical skills and knowledge.
  • Provide regular reports and updates to TL / Managers on team performance and operational metrics.
  • Monitor system performance and proactively address any issues or potential risks.
  • Monitor the ticketing queue and ensure SLA adherence is met.
  • Collaborate with other departments in case of any issues.
  • Mentor and support team members, fostering an environment of professional growth and development.
  • Ensure changes are approved by the customer as well as AHEAD and implemented within the scheduled timeframe.
  • Responsible for communicating, leading, and managing all high severity outage situations.
  • Assist with the onboarding of new joins.
  • Provide guidance to the team as and when required.
  • Participate in internal Managed Services focused continual service improvement projects.
  • Act as a point of contact for any P1 issue, take the lead and triage different resources as required. Escalate as necessary and keep everyone up to date with the status and latest progress.
  • Ensure proper and complete shift handovers are sent on every shift.
  • Keep a check on TechOps dashboard and ensure all tickets are updated and no aged tickets are there.
  • Keep a check on login adherence as well as team attendance.
Qualifications:
  • Bachelor's degree in computer science, Information Technology, or equivalent certification.
  • Strong organizational and time management skills.
  • Excellent problem-solving and decision-making abilities.
  • ITIL Certified a plus point.
  • A minimum of 9 years of experience in TechOps support, with at least 3 to 4 years in a supervisory role.
  • Ability to work under pressure and meet deadlines.
  • Proven experience in system monitoring, performance tuning, and troubleshooting within a Wintel environment.
  • Excellent leadership and team management skills.
  • Strong communication skills, both verbal and written.
  • Ability to manage multiple tasks and work effectively under pressure.