Operations Manager- Mumbai

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.