Tech Ops Manager
Current• Managing a team of 8 – 10 members which primarily handled the support of two major digital products.• Responsible for a 1.5 Cr revenue of one of the products.• Have maintained the average customer retention percentage at 85-90%.• Handling customer escalations and ensuring the team delivers the customer requirements on time.• Understanding and logically analysing the customer’s new requirements and guiding and co-ordinating the with developers to get the output in the given time frame.• Understanding and foreseeing the workflow of the customer support operations and change/tweak the process such that the TAT is faster.• Managed the junior developer team (2 members) for a period of 3 months who handled the bugs and tasks in the product.• Prepare PRDs for enhancements/features in the product and ensuring they are delivered.• End to end manual UX and UI testing of the new features/enhancements.
