Cloud Hosting Technical Operations Manager

3 days ago

Bellary, Karnataka, India beBeeOperations Full time ₹ 20,00,000 - ₹ 25,00,000
Job Description:

As a Technical Operations Manager, you will oversee the daily technical operations of our customer support desk for cloud hosting services. You will lead a team of 15+ members, driving first-time fix and service level agreement (SLA) adherence, and be responsible for incident command for priority incidents.

Key Responsibilities:

  • Team & Queue Leadership: Manage queues, priorities, and escalations, run daily stand-ups, coach junior team members on troubleshooting and logs, and conduct weekly quality assurance scoring and one-on-one sessions.
  • Technical Triage & Incident Management: Validate signals from monitoring tools, isolate issues, and ensure clean handoffs to infrastructure teams with complete context and timelines.
  • SLA, Quality & Tooling: Maintain SLA targets, drive tool hygiene, publish weekly dashboards, and maintain runbook coverage for recurring issues.

Required Skills & Qualifications:

  • Hands-on experience with Windows Server, AD, RDP, IIS, basic Linux, networking, virtualization, and cloud platforms.
  • Proficiency in security and monitoring tools, ITIL Foundation certification, and experience with service desk software.
  • Strong leadership skills, ability to manage teams, and drive process improvements.

Benefits:

This role offers a competitive salary, opportunities for professional growth, and a dynamic work environment.

Others:

Success metrics include SLA adherence, MTTR reduction, reopen rate, CSAT scores, and runbook coverage.

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