Backend Operation Support

Job description

Backend operation support

About Us: Chipin IT Solutions PVT LTD is a leading IT services outsourcing company dedicated to delivering high-quality, reliable, and innovative IT solutions to our clients across the GCC. Our commitment to excellence and customer satisfaction drives us to continually improve our services and support our clients in achieving their business goals.

**Job Description**:
As the IT Operations Manager, you will be responsible for overseeing all aspects of IT operations, including managing service desk tickets, IT projects, and IT renewals for a group of clients. You will ensure the efficient and effective delivery of IT services to our clients, maintain high levels of customer satisfaction, and lead a team of IT professionals to achieve operational excellence.

Key Responsibilities:
Service Desk Management:
Oversee the IT service desk, ensuring all tickets are resolved in a timely and efficient manner.

Monitor ticketing system for performance metrics, ensuring SLAs are met.

Implement and maintain processes for ticket prioritization, escalation, and resolution.

IT Project Management:
Plan, execute, and manage IT projects from inception to completion.

Coordinate with internal teams and clients to ensure project objectives are met.

Manage project timelines, budgets, and resources, ensuring successful project delivery.

IT Renewals:
Manage the renewal process for all IT services, licenses, and contracts.

Ensure timely renewals to avoid service interruptions.

Negotiate renewal terms with vendors and suppliers.

Team Leadership:
Lead, mentor, and develop a team of IT professionals.

Foster a collaborative and productive work environment.

Conduct performance reviews and provide feedback to team members.

Process Improvement:
Identify and implement process improvements to enhance IT operations.

Develop and maintain standard operating procedures (SOPs) for IT services.

Stay updated with industry best practices and emerging technologies.

Key Performance Indicators (KPIs):
Average ticket resolution time.

Percentage of tickets resolved within SLA.

Customer satisfaction scores for service desk interactions.

Project Management:
Percentage of projects completed on time and within budget.

Stakeholder satisfaction with project outcomes.

Number of projects delivered successfully.

IT Renewals:
Percentage of renewals completed on time.

Cost savings achieved through effective negotiation.

Number of service interruptions due to missed renewals.

Team Performance:
Employee engagement and satisfaction scores.

Team productivity and efficiency metrics.

Professional development and certification achievements of team members.

Performance Evaluation:
Quarterly Reviews: Regular performance reviews will be conducted to assess progress against KPIs and set new targets.

Customer Feedback: Collect and analyze feedback from clients regarding IT services and project deliveries.

Team Feedback: Gather input from team members on leadership effectiveness and team dynamics.

Qualifications:
Bachelor’s degree in related field.

Minimum of 1 years of experience in IT operations management or a similar role.

Strong knowledge of IT service management (ITSM) frameworks and best practices.

Excellent project management skills, with experience using project management tools.

Proven ability to lead and develop a high-performing team.

Strong analytical and problem-solving skills.

Excellent communication and interpersonal skills.

Pay: ₹10,000.00 - ₹15,000.00 per month

**Benefits**:

- Health insurance

Schedule:

- Day shift

Supplemental Pay:

- Performance bonus

**Experience**:

- total work: 1 year (preferred)

Work Location: In person