Technical Operations Manager

21 hours ago

Vellore, Tamil Nadu, India beBeeSupport Full time ₹ 12,00,000 - ₹ 15,00,000

Job Overview:

The Technical Support Team Lead is responsible for overseeing the daily operations of our customer support team.

This role requires leading a team, driving first-time fix and service level adherence, acting as incident commander for high-priority incidents, and tightening runbooks, monitoring, and handoffs with infrastructure teams.

Key Responsibilities:
  • Run daily stand-ups; manage queues, priorities, and escalations.
  • Coach staff on triage, logs, and runbooks; conduct weekly quality assurance scoring and one-on-ones.
  • Own shift rosters with operations leads; ensure 24/7 coverage without burnout.
Technical Triage & Incident Management:
  • Act as initial incident commander for high-priority incidents: stabilize, isolate, and parallelize workstreams.
  • Validate signals from monitoring tools, correlation, and containment calls.
  • Ensure clean handoffs to infrastructure teams with complete context, logs, and timelines.
SLA, Quality & Tooling:
  • Maintain >95% service level agreement on medium-to-high priority incidents; target mean time to resolve (MTTR) decrease by 20% in 90 days.
  • Maintain service desk tool hygiene: categories, templates, SLA timers, automations, and customer satisfaction workflows.
  • Publish weekly dashboards: service level agreement, customer satisfaction, reopen rate, backlog aging, top 10 problem themes.
Knowledge & Prevention:
  • Convert solved tickets to knowledge base/runbooks; hit 80% runbook coverage for recurring issues.
  • Raise problem tickets for chronic incidents; drive root cause analysis and corrective actions with infrastructure and development teams.
  • Partner with security and operations teams for alert tuning and playbooks (lockouts, brute-force, endpoint detection and response events).
Customer Communication:
  • Ensure timely incident updates (cadence by priority), final root cause analysis letters, and release/maintenance communications.
Required Skills:
  • Hands-on experience with Windows Server, Active Directory, RDP, IIS, basic Linux, networking fundamentals, certificates.
  • Virtualization/cloud experience with VMware, vCenter, CloudStack, OpenStack basics, snapshots, disaster recovery.
  • Security/monitoring experience with FortiGate or PFsense, HAProxy, Wazuh/ELK, PRTG/Prometheus, backups.
  • Tools experience with ManageEngine ServiceDesk Plus (SLA, automation, reports), Excel, PowerShell, Bash.
  • ITIL Foundation certification (or equivalent exposure).
Nice-to-Have:
  • Experience with tally/ERP hosting, TSPlus/RD Gateway, Log360, Ansible basics, AWS, GCP, Azure fundamentals.
  • Certifications: Network Security Engineer 1/2, Microsoft 900/SC-900, AWS Certified Cloud Practitioner.
Success Metrics:
  • Service level agreement adherence ≥ 90% (medium-to-high priority); incident update cadence met 100%.
  • MTTR decrease by 20%, reopen rate < 8%, customer satisfaction ≥ 4.5/5.
  • Runbook coverage ≥ 80% for top 20 recurring issues.
  • Ticket backlog >7 days reduced by 60%; clean problem/root cause analysis pipeline in place.

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