Operations Manager- Mumbai

4 days ago

Mumbai, Maharashtra, India Team Computers Full time ₹ 12,00,000 - ₹ 36,00,000 per year

Operations Manager in Managed Services

Combination of technical expertise (L3 engineer) with a focus on process, efficiency, and team leadership (Operations Manager) within a client-focused service delivery environment.

Responsible for resolving the most complex technical issues, driving continuous improvement, and ensuring operational excellence and client satisfaction.

Key Responsibilities

  • Expert-Level Technical Support:
    Act as the final point of escalation for complex, high-impact incidents that L1 and L2 support teams cannot resolve, providing expert-level troubleshooting and problem resolution.
  • Problem and Incident Management:
    Lead root cause analysis (RCA) for recurring issues and implement permanent solutions to prevent future occurrences, all within established Service Level Agreements (SLAs).
  • Operational Efficiency & Process Improvement:
    Monitor and optimize daily operational processes to ensure cost-effectiveness and productivity. Identify bottlenecks, eliminate waste, and implement continuous improvement initiatives, often using methodologies like Lean or Six Sigma.
  • Team Leadership and Mentorship:
    Provide guidance, coaching, and mentorship to junior L1 and L2 support engineers. Conduct training sessions and create technical documentation/knowledge articles to enhance overall team competency.
  • Vendor and Stakeholder Management:
    Coordinate and manage relationships with third-party vendors for escalations and equipment/software procurement. Liaise between internal teams, clients, and senior management to ensure alignment and clear communication.
  • Project Management & Implementation:
    Manage and implement technical projects, such as system upgrades, new technology deployments, or disaster recovery functions, ensuring they are delivered effectively and on time per client requirements.
  • Quality Assurance and Compliance:
    Establish quality standards, perform regular audits, and ensure all operations and processes adhere to company policies, industry standards (e.g., ITIL), and regulatory requirements.
  • Performance Monitoring and Reporting:
    Define, monitor, and analyze key performance indicators (KPIs) and operational metrics. Prepare and present reports to senior management to inform data-driven decision-making.

Required Skills & Qualifications

  • Education:
    A Bachelor's degree in Computer Science, Information Technology, Operations Management, or a related field (or equivalent work experience).
  • Experience:
    Typically requires a minimum of 5-8 years of experience in IT infrastructure, technical support, or an operations support role, preferably within a managed services environment.
  • Technical Expertise:
    In-depth, cross-functional knowledge of relevant technologies (e.g., Cloud, Security, Networking, Applications, Databases, Operating Systems).
  • Certifications:
    Relevant industry certifications (e.g., ITIL, CCNP/CCIE, PMP, Lean Six Sigma) are often highly valued or required.
  • Soft Skills:
    Strong analytical and problem-solving abilities, excellent communication and leadership skills, adaptability, organizational skills, and a client-focused approach.
  • Tools:
    Proficiency with operational software, project management tools (e.g., Jira, ServiceNow), monitoring tools, and data analysis software.

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