Operations Manager
CurrentOperations Manager for Microsoft Azure Enterprise Support at Bangalore location. Team comprises of 90 Support Engineers, 9 Technical Leads and 4 Managers.• Manage Operations through end to end planning, metrics review and root cause analysis• Liaise with various teams to ensure IT infrastructure, Tools, Resources are available for seamless operations delivery• Ensure overall development of site with respect to Operation management, shift management, team management and front line skills• Closely track adherence to KPIs with client – prepare and present scores, achievements, highlights, lowlights, Action plan etc.• Review tickets handled – identify process gaps, Engineer miss, Quality of interaction and provide feedback• Advocate for customers and identify ways to continually add value to customer experience• Ensure the team delivers quality customer support experience to Premier Customers• Address customer escalations, perform Customer Recovery on potential dissatisfaction• Drive performance, Quality and ensure adherence to Service Level Agreements• Complete performance reviews (mid-year reviews & year-end reviews) by established deadlines• Provide regular feedback on performance and employee development goals• Identify and hire new talent at all levels of Organization
