int(9365)
Vizag, India

Senior Manager – Technical & Field Support

We are seeking a highly experienced and motivated individual to join our client as a Senior Manager – Technical & Field Support. Our client is an American Company in the space of remote video surveillance solutions. In this role, you will be responsible for the day-to-day coordination and execution of operations teams, including monitoring and customer support teams. You will work closely with the company’s USA counterparts to ensure global coordination of their service delivery and collaborate with operations support and engineering leaders to ensure platform stability and adherence to system documentation.

Work Hours: 9-hour shifts, 5-day week with rotational week-offs

Probable work hours: 6pm – 3 am

Job Location: Vizag (Remote working not available)

Interested in this exciting opportunity? Please contact Ratneshwar Banerjee and email your cv directly in word format to HR-India@theedgepartnership.com.

Please note that due to the high number of applications only shortlisted candidates will be contacted. If you do not hear from us in the next 5 business days we regret to inform you that your application for this position was unsuccessful.

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Key responsibilities

  • Establish and implement short and long-term goals, objectives, strategic plans, policies, and operating procedures.
  • Monitor and evaluate programmatic and operational effectiveness, making changes as required for improvement.
  • Provide strategic advice and recommendations to leadership regarding operating policies, practices, and procedures.
  • Ensure delivery of key performance indicators (KPIs) including day-to-day service levels, customer experience, quality measures, and compliance measures.
  • Develop the operational talent pool by optimizing the skills of the existing team and attracting external talent through effective partnership with internal recruitment teams.
  • Implement a well-defined Communication and Engagement model to ensure teams understand business performance and the needs of their teams.
  • Successfully deliver and manage peak hours of monitoring.
  • Identify and implement operational best practices through collaboration with the wider team.
  • Motivate and effectively performance manage Operations Managers within the account to ensure overall targets and business plans are achieved.
  • Identify and highlight opportunities for service and process improvements.
  • Demonstrate achievement of results, such as business improvements, cost savings, and revenue generation
  • Translate business strategy into day-to-day delivery.
  • Set and review quality performance standards.
  • Oversee and manage the performance management system, taking disciplinary actions as needed.
  • Develop and maintain business continuity plans on a daily, weekly, and quarterly basis, including team staffing coordination, work from home planning, and disaster recovery plans.

Role requirements

  • Education and Training: Bachelors/master’s degree in operations management or business administration, or similar discipline with relevant experience.
  • Experience in the field of Blended Contact center operations is highly preferred.
  • Expertise in installation and configuration of Switches & Routers, DHCP, DNS, IIS, Proxy, Exchange Server, Troubleshooting Ethernet Networks, and Avaya VoIP telephones TS & installation.
  • Experience in managing large multi-site/multi-skilled contact centers or working in an outsourcing or contact center operation.
  • Strong track record of leadership, people management, communication, and influencing skills at a senior level.
  • Proficiency in using CRM systems.
  • Experience with day-to-day MIS operations and reporting

 

Skillset:

  • Expertise in Networking Fundamentals and Troubleshooting
  • Hands-on experience with Device Health Metrics, Device Management, and Investigation
  • Familiarity with Storage solutions such as NAS, SAN, etc.
  • Knowledge of CCTV VMS and infrastructure design and implementation
  • Process Management Skills: Ability to identify, design, create, and fulfill processes in operational gaps.
  • Service Delivery Management Skills: Ability to review, identify, and manage ticket operations through the service lifecycle and process management.
  • Time management and Project management skills: Ability to estimate and prepare plans, ensuring timely project completion.
  • Leadership Skills: Proficient in managing technical human resources, handling communications with senior management, and ensuring timely project reporting.
  • Team Management: 30%, Operations: 30%, Troubleshooting: 30%, Stakeholder management: 10%

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Senior Manager – Technical & Field Support

Vizag, India

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