Technical Operations Manager

6 days ago

Vadodara, Gujarat, India beBeeTechnicalOperations Full time ₹ 12,00,000 - ₹ 17,50,000
Job Title:
Technical Operations Manager

Overview
We are seeking a skilled Technical Operations Manager to oversee the day-to-day technical operations of our customer support desk. This role will involve leading a team of members, driving first-time fix and service level agreement (SLA) adherence, and being incident commander for priority incidents.

Key Responsibilities
  • Run daily stand-ups, manage queues, priorities, and escalations.
  • Coach team members on triage, logs, and runbooks; conduct weekly quality assurance scoring and one-on-one meetings.
  • Own shift rosters with operations lead; ensure 24x7 coverage without burnout.

Technical Triage & Incident Management:
  • Act as initial incident commander for priority incidents: stabilize, isolate, parallelize workstreams.
  • Validate signals from monitoring tools, correlation, and rollback/containment calls.
  • Ensure clean handoffs to infrastructure level three with complete context, logs, and timelines.

Service Level Agreement, Quality & Tooling:
  • Maintain greater than or equal to 95% SLA on priority two through four incidents; target mean time to recover decrease by 20% in 90 days.
  • Maintain service desk tool hygiene: categories, templates, SLA timers, automations, and customer satisfaction workflows.
  • Publish weekly dashboards: SLA, customer satisfaction, reopen rate, backlog aging, top ten problem themes.

Knowledge & Prevention:
  • Convert solved tickets to knowledge base/runbooks; achieve 80% runbook coverage for recurring issues.
  • Raise problem tickets for chronic incidents; drive root cause analysis and corrective actions with infrastructure/dev teams.
  • Partner with security/security operation center 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 & Qualifications:
  • Hands-on experience with Windows server, active directory, remote desktop protocol, Internet information services, basic Linux, networking (NAT, VPN, SSL, DNS), certificates.
  • Virtualization/cloud experience: VMware/vCenter, cloudstack/openstack basics, snapshots/disaster recovery.
  • Security/monitoring experience: Fortigate or pfsense, HAProxy, Wazuh/ELK, PRTG/prometheus, backups.
  • Tool expertise: ManageEngine service desk plus (SLA, automation, reports), Excel/spreadsheets, PowerShell/bash.
  • ITIL foundation certification (or equivalent exposure).

Benefits:
  • A competitive salary package.
  • A comprehensive benefits program.
  • Opportunities for career growth and professional development.

Success Metrics (first 90 days):
  • SLA adherence greater than or equal to 90% (priority two through four); priority one communication cadence met 100%.
  • Mean time to recover decrease by 20%; reopen rate less than 8%; customer satisfaction greater than or equal to 4.5/5.
  • Runbook coverage greater than or equal to 80% for top twenty recurring issues.
  • Ticket backlog greater than seven days reduced by 60%; clean problem/root cause analysis pipeline in place.

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