
Operations Manager
2 weeks ago
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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