Senior Operations Manager

5 days ago

Pune, Maharashtra, India beBeeOperations Full time ₹ 15,00,000 - ₹ 20,00,000

Operational Manager Role

This position is responsible for managing customer queries related to all services and solutions delivered. It involves diagnosing and resolving complex technical issues in respective areas of Network, SDWAN, Cloud & Security, Unified Collaboration, Mobility & IoT.

The manager will act as a conduit between customers and other teams such as engineering, architecture, etc. for any issue resolution. This role requires delivering results that have a direct impact on day-to-day operations.

Responsibilities:

  • Technical administration or troubleshooting to ensure the efficient functionality of the solution.
  • Incident Validation, Incident Analysis, Solution recommendation.
  • Assist with the development, revision, and maintenance of Standard Operating Procedures and Working Instructions.
  • Act as a point of escalation for Level-1 customer service analysts.
  • Coordinate with IT teams on escalations, tracking, performance issues, and outages.
  • Prepare Monthly Executive Summary Reports for managed clients and continuously improve their content and presentation.
  • Provide recommendations in tuning and optimization of systems, processes, procedures, and policies.
  • Maintain an inventory of the procedures used by the operations team and regularly evaluate the procedures and add, remove, and update the procedures as appropriate.
  • Publish weekly reports and monthly reports on customer service operations activity.

Desired Skill sets:

  • Good knowledge on implementation, installation, integration, troubleshooting, and overall functionalities.
  • Experience in troubleshooting platform-related issues, data backup, restoration, retention.
  • Maintains awareness of latest technologies in the domain.

Key Performance Indicators (KPIs):

  • Customer satisfaction ratings.
  • Issue resolution rates.
  • Operational efficiency metrics.

Professional Requirements:

  • Bachelor's degree in Computer Science or related field.
  • Minimum 3 years of experience in a similar role.
  • Excellent communication and problem-solving skills.

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