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Assistant Manager - Operations

Mumbai, MH
Job Code:
  • IT
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Job Details

andatory RequirementsA passion for providing exceptional service to customers.Exceptional leadership skills.Excellent skills in process and people management.Experience with building high performing teams.Strong sense of ownership and accountability.General knowledge of IT networks, ISP Services, Routing Protocols, VoIP, Network Management, Routers, and Switches.Experience in managing small teams in a telecom environment.Strong organizational skills.Results-focused and detail-oriented.Advanced communication skills both written and customer facing.Ability to resolve conflict.Strong work ethic and capable of handling stress.5+ years of experience managing operations teams in a demanding fast paced environment.Job DescriptionManage StaffResponsible for managing 3 sub-teams serving clients on a 24*7 basis.Overlook daily operations, provide guidance and mentor the team; conduct performance reviews.Technical Management of the Vikings TeamsStructure the teams to best serve clients.Conduct quality assurance initiatives, including but not limited to the monitoring of support calls/ tasks to ensure staff are delivering quality information and support to clients that is courteous, timely, professional, and effective.Identify training needs and ensure appropriate training is scheduled and delivered.Coach individual employees to improve skill sets and job performance.Create and monitor development plans to ensure consistent continued improvement in the skills and abilities of the team.Process Development and ImplementationResponsible for designing and implementing client focused processes.Develop, document, and implement the necessary processes to ensure consistently high performance in all areas.Implement the necessary metrics to monitor results and identify areas requiring improvement.Develop and maintain a knowledge base to assist in resolving issues.Maintain and update service documentation to reflect changes in service encountered/driven by incident handling.Incident ManagementEnsure appropriate resources are engaged in incident resolution.Oversee all aspects of the incident resolution.Ensure appropriate tickets are opened.Ensure timely and appropriate internal and external communication occur throughout the incident.Serve as an escalation point for third party issues.Lead reviews of incidents to identify deficiencies and foster continual improvement in operations.Proactive MaintenanceSchedule and oversee the maintenance schedule for network elements.Coordinate notification to client(s).Report project status to higher management.TeamworkAbility to develop relationships and work closely with other departments toEnsure superior communication between teams.Maximize the efficiency of the process.Contribute to and embody the Continuum culture adopting the core values and encouraging/requiring the same from the team.Ensure shift turnover is handled appropriately.Monitor ticket processing to ensure tickets are being aggressively worked and SLAs addressed.Analyze and report support metrics and trends
Additional Degree: BE/ B.Tech (Engineering)

Experience: 5-10


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