Senior IT Operations Manager

3 days ago

Mangalore, Karnataka, India beBeeTechnical Full time ₹ 18,00,000 - ₹ 25,00,000
Job Description

The Technical Support Team Lead will be responsible for overseeing a team of technical support professionals in managing day-to-day operations of our customer support desk. They will drive first-time resolution and adherence to service level agreements (SLAs), manage incident responses for priority incidents, and ensure smooth handoffs with the infrastructure team.


Main Responsibilities

  • Team Leadership:

    • Lead daily meetings, manage queues, priorities, and escalations.

    • Coach technical support professionals on troubleshooting, logging, and knowledge base management, conduct regular quality assurance scoring and one-on-one coaching sessions.

    • Own shift schedules with the operations lead, ensure 24/7 coverage without burnout.

  • Technical Troubleshooting & Incident Management:

    • Act as the initial incident commander for high-priority incidents: stabilize, isolate, and parallelize workstreams.

    • Validate signals from monitoring tools, correlation, and rollback/containment calls.

    • Ensure seamless handoffs to the infrastructure team with complete context, logs, and timelines.

  • SLA, Quality & Tooling:

    • Maintain >95% SLA compliance on medium-to-low-priority incidents; target a 20% reduction in mean time to resolve (MTTR) within 90 days.

    • Maintain the service desk tool environment: categories, templates, SLA timers, automations, and customer satisfaction workflows.

    • Publish weekly performance dashboards: SLA, CSAT, reopen rate, backlog aging, and top problem themes.

  • Knowledge & Prevention:

    • Convert resolved tickets to knowledge base articles/runbooks; achieve 80% runbook coverage for recurring issues.

    • Raise problem tickets for chronic incidents; drive root cause analyses and corrective actions with the infrastructure/dev teams.

    • Partner with security/operations teams for alert tuning and playbooks (lockouts, brute-force, EDR events).

  • Customer Communication:

    • Ensure timely incident updates (priority-based cadence), final root cause analysis letters, and release/maintenance communications.

Essential Skills:

  • Hands-on experience with Windows Server/Active Directory/RDP/IIS, basic Linux, networking fundamentals (NAT, VPN, SSL, DNS), certificates.

  • Virtualization/cloud: VMware/vCenter, CloudStack/OpenStack basics, snapshots/disaster recovery.

  • Security/monitoring: FortiGate or PFsense, HAProxy, Wazuh/ELK, PRTG/Prometheus, backups.

  • Tools: ManageEngine ServiceDesk Plus (SLA, automation, reports), Excel/Sheets, PowerShell/Bash.

  • ITIL Foundation certification or equivalent experience.

Nice-to-Have:

  • Tally/ERP hosting exposure, TSPlus/RD Gateway, Log360, Ansible basics, AWS/GCP/Azure fundamentals.

  • Certifications: NSE-1/2, MS-900/SC-900, AWS Certified Cloud Practitioner.

Success Metrics (first 90 days):

  • SLA compliance ≥ 90% (medium-to-low-priority); high-priority incident update cadence met 100%.

  • MTTR ↓ 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 established.

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