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  • Urgently hiring for Assistant Manager Technical Operations for a MNC IT Company in Bangalore location

Posted on -March 2, 2022

Experience: 8+ Years

Location: Bengaluru

Salary: 18LPA

Qualification: Preferred and not mandatory: BE/MCA/MSc graduate.

Preferred someone in a people facing role already.

Technical Skill-set: Good understanding of Linux/CentOS administration and advanced troubleshooting (RHCA) would be a plus.

Good understanding/Experience with SQL databases and NoSQL DB is a Plus.

Knowledge of ITIL Processes

Non-Technical: Outstanding customer interaction skills & should have exposure towards client facing environment.

Excellent Communication skills and ability to interact with multiple stakeholders at one go.

Shift Timings: Rotational (willing to do Night shifts for extended periods if needed).

Partner Operations Manager Roles & Responsibilities

Operations management with focus towards maintaining or exceeding KPIs as defined in process documents.

1.       Day to day operations

·       Work closely with engineers for queue & backlog management.

·       Ensure incidents are assigned to engineers in timely manner.

·       Ensure incidents are regularly updated, along with timely customer follow-ups.

·       Perform regular audits on backlog and resolved incidents for quality governance. Provide crisp and regular feedback to engineers for it.

·       Follow up with customer or other teams for incidents, where engineers need help for resolving them.

·       Ensure engineers are adhering to processes like IM, PM, CM, DM etc.

·       Escalate to Management and Lead for any help needed with operations.

·       Identify trends in weekly incident volumes. Work with engineers to address them via problem management.

·       Demonstrate a structured approach to quality assurance and validation

2.       Defect management

·       Ensure team is following defect management process while submitting defects.

·       Review new defects with engineers and leads for correct categorization and prioritization.

·       Work with lead and manager for prioritization of defects. Share consolidated data with lead & manager.

·       Review defect states periodically and ensure defects are progressing else initiate prioritization process.

3.       Escalation management

·       Track all escalations to timely resolution. Ensure engineers are regularly sending updates to customer and also updating case notes.

·       Escalation tracker is maintained up to date.

·       Work closely with customers and engineers to resolve escalations in timely manner.

·       Analyze trend of escalations and share with management. Plan for mitigation steps.

4.       Metrics driven operations

·       Perform Weekly/monthly/quarterly review of metrics and team performance against KPIs.

·       Identify trends and take corrective actions if quality score or KPI metrics are trending negatively.

·       Improve operational metrics and efficiency of support processes

5.       Trainings and Knowledge Management

·       Identify training and knowledge management documentation needs from weekly case analysis and escalations.

·       Organize trainings and engage team for them.

·       Work with team for developing knowledge articles and ensure they are signed-off and published.

6.       Other Responsibilities

·       Manage assigned project activities.

·       Communicate and engage with stakeholders regarding support activities and assistance required.

·       Participate in incident bridges for P1/P2/escalated incidents

·       Rosters and shift planning

·       Hiring and attrition management

If interested can forward your updated resumes on hr5@tasolutions.in and can directly contact us on 9023404909 also can provide our reference to your friends and colleagues

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