Responsible for Managing a team of 35 Engineers. As a Tech. Support Manager (/Operations Manager), Project management responsibilities include delivering and managing every project on time within budget and scopeManager is responsible for ensuring the success of our customers by effectively managing a team along with associated support projects and processes.This role involves handling critical customer escalations, career development of individuals, and project management… Show more Responsible for Managing a team of 35 Engineers. As a Tech. Support Manager (/Operations Manager), Project management responsibilities include delivering and managing every project on time within budget and scopeManager is responsible for ensuring the success of our customers by effectively managing a team along with associated support projects and processes.This role involves handling critical customer escalations, career development of individuals, and project management processes.Apart from regular day to day activities, the candidate is expected to be involved in strategic planning to grow the team, run projects of organisational importance, guide and mentor next cadre of leadership as per organization values.The candidate is expected to be independent, self-motivated, proactive, results-oriented and able define and provide a high level of customer satisfaction through the delivery of world-class support services.Managing day-to-day operations by interacting with client and team effectively to achieve customer satisfaction and delivery. Show less

Responsible for Manging and Monitoring the Alert Board. Identifying the High Task Priority Alerts and getting them actioned on time. Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process.Remediate deviation of a process for its particular Process.Responsible for communicating with the Incident Process OwnerPoint of contact for all Major IncidentsResponsible for the effective implementation of the process… Show more Responsible for Manging and Monitoring the Alert Board. Identifying the High Task Priority Alerts and getting them actioned on time. Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process.Remediate deviation of a process for its particular Process.Responsible for communicating with the Incident Process OwnerPoint of contact for all Major IncidentsResponsible for the effective implementation of the process "Incident Management" and carries out the respective reporting procedure.Represent the first stage of escalation for Incidents.Monitor the workload per Tier 1 Analyst.Monitor the incidents to ensure that the Service Level Agreement are respected.Identify, initiate, schedule, and conduct incident reviews.Scheduling shifts for a team of 15 agents. Show less

● Responsible for following up with engineering teams on Corrective, Preventive actions and the cause of the issue for all Major Incidents as per SLAs.● RCAs are prepared and published to the concerned business teams post management approvals.● Responsible for updating the CAPA tracker and reporting the management on the repeated issues.● Preparation of RCA trackers and publishing the Dashboards as per the requirement.● Following up on pending RCAs and escalating to higher… Show more ● Responsible for following up with engineering teams on Corrective, Preventive actions and the cause of the issue for all Major Incidents as per SLAs.● RCAs are prepared and published to the concerned business teams post management approvals.● Responsible for updating the CAPA tracker and reporting the management on the repeated issues.● Preparation of RCA trackers and publishing the Dashboards as per the requirement.● Following up on pending RCAs and escalating to higher management if SLAs are not met.● Preparation of Monthly Major Incident Dashboards for the review by top management.● Monitor the incidents to ensure that the Service Level Agreement are respected. Show less

● Point of contact for all Major Incidents from the first stage of escalation.● Manage bridge calls for incident management with support teams, on-call support application teams and clients.● Responsible for preparation of chronology of the events during the Major Incident.● Responsible for publishing the Major Incident notifications to high level management and also clients.● Responsible for communicating with the owner of the Incident and Engineering Teams working on the… Show more ● Point of contact for all Major Incidents from the first stage of escalation.● Manage bridge calls for incident management with support teams, on-call support application teams and clients.● Responsible for preparation of chronology of the events during the Major Incident.● Responsible for publishing the Major Incident notifications to high level management and also clients.● Responsible for communicating with the owner of the Incident and Engineering Teams working on the incident.● Updating the Business escalation matrix and Major Incident Escalation Matrix on regular basis for effective communication with the concerned stake holders. Show less