Operations Manager

Job Detail

• Manage support engineers (internal, subcontractors or third-party maintainers) • Ensures adequate communication with customer and internal stakeholders through meetings and reporting • Proposes improvements to maintenance strategy throughout the life of the contract • Ensures proper crisis management by defining, driving and communicating resolution action plan in strong coordination with customer and internal stakeholders • Manages critical situations with the customer potentially with guidance of the lead or expert or senior peer • Prepares and presents Weekly Reports to customer • Able to work in a shift based on Roster (Need to be 12 hrs shift onsite) • Drive all major incidents to resolution as quickly as possible • Manages or oversees dedicated field customer support engineers (internal, subcontractors or third-party maintainers) • Ensures adequate communication with customer and internal stakeholders through meetings and reporting • Proposes improvements to maintenance strategy throughout the life of the contract • Ensures proper crisis management by defining, driving and communicating resolution action plan in strong coordination with customer and internal stakeholders • Understands technical specification and client requirements, and solution architecture • Defines strategy and manages maintenance activities for simple solutions • Manages critical situations with the customer potentially with guidance of the lead or expert or senior peer • Prepares and communicates Supports Activities Reports • Ensure that incidents meet the Service Level Agreement (SLA) • Provide coordination across all support teams to ensure timely resolution of incidents • Escalate all process breakdown related cases causing either a delay in resolution or an actual SLA breach • Participate in regular incident meetings to review open incidents and drive timely closure • Prepare periodic service reports for stakeholders • Perform analysis to identify incident trends • Review incidents to ensure that they documented correctly in the Incident report as per the Incident Management process • Track and report all Incident Management related KPIs • Perform post incident review for major incidents to capture lessons learned and ensure closure of improvement plans • Run root cause analysis meetings to identify root cause, lesson learnt, and preventive actions • Work with various support teams to drive problem tickets to closure • Track follow up actions ensuring timely closure of problem tickets • Perform analysis to identify and register problem tickets • Track and report all problem management related KPIs