Job Title: Technology Operations Manager
Seeking an experienced Technology Operations Manager to lead technology operations in a hybrid environment, drive efficiency, and deliver exceptional service to clients.
Key Responsibilities
- Manage end-to-end technology operations, addressing support challenges and serving as the escalation point for network, system, and voice environment issues.
- Partner with business and clients to onboard new clients effectively and efficiently.
- Collaborate with global teams to drive adoption of enterprise capabilities and improve efficiency.
- Identify areas for improvement and implement service improvement initiatives.
- Deliver efficient service to multiple client relationships, meeting agreed-upon Master Service Agreement (MSA) and service levels (SLA/s).
- Manage customer relationships and serve as the first point of contact for process or functional escalations.
Essential Functions
- Supplier Management: Manage business relationships with external partners and participate in regular supplier reviews.
- Manage internal, external, client, and statutory audits effectively.
- Client Portfolio Management: Maintain up-to-date documentation and reporting for business requirements.
- Identify, implement, and review service improvement initiatives, driving productivity improvements and controlling operational costs.
- Participate in service delivery reviews on SLA adherence, ongoing projects with clients and internal stakeholders.
- Drive effectiveness of compliance and information security as part of service delivery for client processes.
Requirements
- Graduate degree, with preference for B.E./B.Tech and industry-recognized certifications like ITIL/ITSM.
- Minimum 16-18 years of experience in managing technology operations for a large organization in an outsourcing environment.
- Willingness to work in a 24x7 environment.
Availability
Available to start as soon as possible.
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