Support Operations Manager

15 hours ago

Aligarh, Uttar Pradesh, India beBeeOperations Full time ₹ 12,00,000 - ₹ 20,00,000

Job Description:

We are seeking a skilled Support Operations Manager to lead our technical support team. As a key member of our operations department, you will be responsible for ensuring the smooth operation of our customer support desk.

Key Responsibilities:

  • Lead daily stand-ups and manage queues, priorities, and escalations.
  • Coach junior team members on triage, logs, and runbooks.
  • Ensure 24×7 coverage without burnout.

Tech Triage & Incident Management:

  • Act as initial incident commander for P1/P2: stabilize, isolate, parallelize workstreams.
  • Validate signals from monitoring tools and correlation calls.
  • Clean handoffs to Infra L3 with complete context, logs, and timelines.

SLA, Quality & Tooling:

  • Maintain >95% SLA on P2–P4.
  • Maintain service desk tool hygiene: categories, templates, and automations.

Knowledge & Prevention:

  • Convert solved tickets to KB/runbooks.
  • Raise Problem tickets for chronic incidents.

Customer Communication:

  • Ensure timely incident updates.

Requirements:

  • Hands-on: Windows Server/AD/RDP/IIS, basic Linux, networking.
  • Virtualization/cloud: VMware/vCenter, CloudStack/OpenStack basics.
  • Security/monitoring: FortiGate or PFsense, HAProxy, Wazuh/ELK.
  • Tools: ManageEngine ServiceDesk Plus, Excel/Sheets, PowerShell/Bash.

Bonus Skills:

  • Tally/ERP hosting exposure, TSPlus/RD Gateway.
  • Certifications: NSE-1/2, MS-900/SC-900.

Success Metrics (first 90 days):

  • SLA adherence ≥ 90%.
  • MTTR ↓ 20%, reopen rate < 8%, CSAT ≥ 4.5/5.
  • Runbook coverage ≥ 80%.

The ideal candidate has excellent leadership skills, technical knowledge, and communication abilities. They must have experience in managing technical teams and driving process improvements.

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