Support Operations Manager

2 weeks ago

Kannur, Kerala, India beBeeTeamLead Full time ₹ 1,20,00,000 - ₹ 1,50,00,000

As a Team Lead, you will be responsible for overseeing the day-to-day operations of our customer support desk.

You will lead a team of 15+ members, drive first-time fix and SLA adherence, and be incident commander for P1s.

Key Responsibilities:

  • Run daily stand-ups; manage queues, priorities, and escalations.
  • Coach L1/L2 on triage, logs, and runbooks; conduct weekly QA scoring and 1:1s.
  • Own shift rosters with Ops Lead; ensure 24×7 coverage without burnout.

Technical Triage & Incident Management:

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

SLA, Quality & Tooling:

  • Maintain >95% SLA on P2–P4, target MTTR ↓ 20% in 90 days.
  • Maintain service desk tool hygiene: categories, templates, SLA timers, automations, and CSAT workflows.
  • Publish weekly dashboards: SLA, CSAT, reopen rate, backlog aging, top 10 problem themes.

Knowledge & Prevention:

  • Convert solved tickets to KB/runbooks; hit 80% runbook coverage for recurring issues.
  • Raise Problem tickets for chronic incidents; drive RCAs and corrective actions with Infra/Dev.
  • Partner with Security/SOC for alert tuning and playbooks (lockouts, brute-force, EDR events).

Customer Communication:

  • Ensure timely incident updates (cadence by priority), final RCA letters, and release/maintenance comms.

Must-Have Skills:

  • Hands-on: Windows Server/AD/RDP/IIS, basic Linux, networking (NAT, VPN, SSL, DNS), certificates.
  • Virtualization/cloud: VMware/vCenter, CloudStack/OpenStack basics, snapshots/DR.
  • Security/monitoring: FortiGate or PFsense, HAProxy, Wazuh/ELK, PRTG/Prometheus, backups.
  • Tools: ManageEngine ServiceDesk Plus (SLA, automation, reports), Excel/Sheets, PowerShell/Bash.
  • ITIL Foundation (or equivalent exposure).

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 CCP.

Success Metrics (first 90 days):

  • SLA adherence ≥ 90% (P2–P4); P1 comm cadence met 100%.
  • MTTR ↓ 20%, reopen rate < 8%, CSAT ≥ 4.5/5.
  • Runbook coverage ≥ 80% for top 20 recurring issues.
  • Ticket backlog >7 days reduced by 60%; clean Problem/RCA pipeline in place.
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