Technical Operations Manager

5 days ago

Vizag, Andhra Pradesh, India beBeeSupport Full time ₹ 6,00,000 - ₹ 12,00,000

Job Title: Technical Support Team Lead

Role Summary

We are seeking a seasoned technical professional to lead our customer support desk. This individual will be responsible for overseeing the day-to-day technical operations, managing a team of 15+ members, and driving first-time fix and service level agreement (SLA) adherence.

Key Responsibilities
  • Team & Queue Leadership
    • Run daily stand-ups; manage queues, priorities, and escalations
    • Coach junior team members on triage, logs, and runbooks; conduct weekly quality assurance scoring and one-on-one meetings
    • Own shift rosters with operations lead; ensure 24/7 coverage without burnout

Technical Triage & Incident Management

  • Act as initial incident commander for priority one and two incidents: stabilize, isolate, and 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

SLA, Quality & Tooling

  • Maintain a service level agreement (SLA) of >95% on priority two through four incidents; target mean time to resolve (MTTR) 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, and top ten problem themes

Knowledge & Prevention

  • Convert solved tickets to knowledge base articles/runbooks; achieve 80% runbook coverage for recurring issues
  • Raise problem tickets for chronic incidents; drive root cause analysis and corrective actions with infrastructure and development teams
  • Partner with security and systems 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), and certificates
  • Virtualization/cloud experience with VMware/vCenter, CloudStack/OpenStack basics, snapshots/disaster recovery
  • Security/monitoring experience with FortiGate or PFsense, HAProxy, Wazuh/ELK, PRTG/Prometheus, backups
  • Proficiency in ManageEngine ServiceDesk Plus (SLA, automation, reports), Excel/Sheets, PowerShell/Bash
  • ITIL foundation certification (or equivalent exposure)

Benefits

  • A competitive compensation package
  • Ongoing training and professional development opportunities
  • A collaborative and dynamic work environment

Success Metrics (first 90 days)

  • SLA adherence ≥ 90% (priority two through four); priority one communication cadence met 100%
  • MTTR ↓ 20%, reopen rate < 8%, customer satisfaction ≥ 4.5/5
  • Runbook coverage ≥ 80% for top 20 recurring issues
  • Ticket backlog >7 days reduced by 60%; clean problem/root cause analysis pipeline in place

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