Operation Head/Manager - Technical Support (Microsoft M365)

Role and Responsibilities:

You demonstrate solid leadership and analytical skills, exhibit strong business acumen, as well as commitment to productivity. You are a self-starter, go-getter, proactive and could learn and perform in a fast-paced environment. You are dynamic, result oriented and could drive results through others, possess strong analytical and negotiation skills and excellent process orientation.

  • Creating strategies with senior management and develop policies that will correlate with the organization goal.
  • Implementing effective processes and standards.
  • Work in collaboration with subordinate and senior management levels involving negotiations and influencing on significant matters.
  • You are required to manage team operations, create new solutions, leveraging and, where needed, adapting existing methods and procedures.
  • You are required to understand the strategic direction set by senior management, clearly communicate team goals, deliverables, and keep the team updated on change.
  • To prepare the presentation for the client, highlight the challenges, raise the requirement/support if needed. A thorough understanding of business need and business growth.
  • You will be responsible for providing guidance to our in-house Management Trainee.
  • Must have experience in client handling, should be able to engage client efficiently, presenting MBR, QBR is preferred.
  • Should keep a close track of the NSAT Scores and the productivity of the team members.
  • You are required to induct new joiners i.e Engineers and Team Leader about the technical support process.
  • Responsible for management of critical and complex changes wherever applicable.
  • Initiate and drive continuous service improvement plans.
  • Identification and communication of potential risks and dependencies in timely manner to stakeholders.
  • Responsible for Performance management, career development and retention of the team members.
  • Should have an innovative and transformational mindset to identify opportunities to optimize processes.

Qualifications and Experience:

  • Graduate with minimum 8+ years of experience as operation head/manager in Technical Support process (Microsoft M365).
  • Concierge LOB is preferred.
  • Work Location- Remote opportunity (Work from Home).
  • Shift Timings - Rotational (As per business need, It can be NOAM, EMEA, LATAM, Graveyard).
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