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Technical Operations Manager @ Secure Network

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 Technical Operations Manager

Job Description

  • Oversee firewall, endpoint security, implementation, migration, and upgrade projects across single and multi-location environments.
  • Coordinate and track onsite engineers client visits to ensure scheduled adherence and performance.
  • Manage ticket workflows, ensuring timely responses, escalations, and resolution efficiency.
  • Monitor customer support metrics (ticket volume, response times, issue resolution) to enhance service quality.
  • Handling Shift Management.
  • Managing with employee skill development would be an added advantage.
  • Managing Workflow Optimization.
  • Guide and mentor engineers on ticket handling, customer communication, and troubleshooting best practices.
  • Implement and manage team to track engineer performance and enhance motivation.

Requirements

Qualifications:
  • Bachelors degree in Computer Science, IT, or related field (Masters would be a plus).
  • 5+ years in technical operations, including 3+ years in leadership roles.
  • Certifications (Preferred): ITIL, PMP, Scrum Master.- Any one is Mandatory.

Job Classification

Industry: IT Services & Consulting
Functional Area / Department: Customer Success, Service & Operations
Role Category: Operations
Role: Operations Manager
Employement Type: Full time

Contact Details:

Company: Secure Network
Location(s): Chennai

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Keyskills:   Computer science PMP Technical operations Workflow Issue resolution Customer support Scrum Troubleshooting Service quality Firewall

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