Technical Operations Manager

• Demonstrates thorough knowledge of contractual commitments SOWs MSAs pertaining to day to day operations and specific deliverables in order to ensure compliance
• Demonstrates strong understanding of operational risks and liabilities for the engagement take corrective actions
• Demonstrates working knowledge of unit management operations processes and tools ITSM CRM Financial planning Quality management
• Demonstrates strong knowledge of end to end staffing management practices to manage projects independently
• Demonstrates strong knowledge of planning and forecasting tools to ensure adherence to project timelines
• Applies strong knowledge of quality improvement techniques and models like lean six sigma
• Signs off on the training certification methodology at the engagement level to ensure right skilling
• Co ordinates resource deployment across all processes for the engagement team size span shift Utilization skill sets technology rollout
• Signs off on the service quality plan including the quality control assurance and improvement to create a comprehensive quality program for the engagement
• Demonstrates strong understanding of alignment of own function drivers to short and long term business drivers and looks at driving greater efficiencies and effectiveness through optimization
• Continuously sets challenging goals for the teams and provides support to team by proactively anticipating road blocks and looking at means to improve them to delivery best organizational results
• Builds context and common platform and uses appropriate data examples to support complex ideas adapts the message to the audience group for good understanding

Key Responsibilities:

• Plans and monitors the resource deployment team size span shift utilization skill sets technology rollout and ongoing monitoring for specific processes in order to ensure operational compliance
• Prepares and Reviews training staffing plan and work allocation in order to achieve production targets
• Identifies training needs for TLs reviews training plans created by the TLs for their teams and monitors training implementations in order to improve competency development across domain
• Reviews process specific quality plan including quality control assurance and improvement in order to create a comprehensive quality program

Technical Requirements:

• Min
• 7 yrs
• experience in managing Service Desk Operations Or Tech support operations in Infrastructure support or Application support environment
• Advance knowledge and understanding of OS Windows XP 10 Browsers MS Office suite
• Advance knowledge and understanding of Small Forms iOS Android Windows
• Intermediate knowledge and understanding of Registry Fix Patch upgrades Virus T S Security Encryptions Network collaborations VPNs