Senior Technical Operations Manager

14 hours ago

Jodhpur, Rajasthan, India beBeeTechnical Full time ₹ 12,00,000 - ₹ 20,00,000
Technical Support Team Lead

We are seeking a seasoned Technical Support Team Lead to oversee our customer support operations.

As the lead of a 15+ member team, you will drive first-time fix and SLA adherence, be incident commander for P1s, and tighten runbooks, monitoring, and handoffs with the Infra team.

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

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