Operations Manager

2 weeks ago


India iTriangle Infotech Pvt Ltd Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Key Responsibilities:

  • Ticket Resolution Ownership
  • Drive timely resolution of all assigned tickets.
  • Monitor open vs. closed ticket ratio and ensure consistent backlog management.
  • SLA Governance
  • Track and ensure SLA adherence for both self and team.
  • Identify gaps in ticket handling timelines and take corrective actions.
  • Team Mentoring and Upskilling
  • Provide technical guidance and mentorship to team members.
  • Enable the team to build deeper product knowledge and skills.
  • Cross-Functional Collaboration
  • Coordinate with testing, development, and sales teams to expedite issue resolution.
  • Ensure SLAs are protected through timely stakeholder engagement.
  • Product and Technology Awareness
  • Stay updated with new features and changes across the telematics product line.
  • Facilitate internal updates and knowledge dissemination within the team.

Key Performance Indicators (KPIs):

  • Ticket resolution ratio (Open vs Closed)
  • SLA adherence (Expected vs Actual closure time)
  • Skill improvement in team members
  • Timely coordination to prevent SLA breaches
  • Awareness and communication of product feature updates

Desired Qualifications and Skills:

  • Bachelor's degree in Engineering, IT, or related domain.
  • Minimum 6 years of experience in product operations or technical support.
  • Prior exposure to telematics or SaaS product environments is preferred.
  • Strong people management and mentoring skills.
  • Proficient in using ticketing systems and SLA dashboards.
  • Excellent interpersonal and cross-functional communication.

Job Type: Full-time

Benefits:

  • Food provided
  • Health insurance
  • Provident Fund

Schedule:

  • Day shift

Supplemental Pay:

  • Performance bonus

Application Question(s):

  • We require Telematics Domain experience. Do you have relevant experience in Telematics Industry

Work Location: In person


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