Manager, Platform Operations

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Requirements:

• 8-10 years of working experience along with Bachelor’s degree in Engineering, Computer Science preferred
• Experience of managing and scaling technical support or managed services team of at least 40 people.
• A good understanding of the IT industry and Hosting
• Strong Verbal and written communication skills
• Customer-focused with strong customer service skills
• Compatible with 24/7 environment and resilient to pressure and multitasking
• A positive attitude is a must. Available for a flexible 24/7 schedule
• Great Interpersonal, mentoring/coaching and Leadership skills. Adept at assessing situations and making decisions
• Analytical (problem solving) mindset, attention to detail, process oriented and Abstract thinking (be able to create resolution paths for high level problems) skills

Responsibilities:

• Take ownership of the Customer Experience KPIs and most importantly Customer Centric Culture. Ensure operational efficiency and consistency (KPIs and SLA) with aim to bring in an operational excellence perspective.
• Closely coordinate with Customer Success and cross functional teams.
• Forecast the future- load (headcount) based on growth and plan accordingly to ensure consistent service levels. Motivate staff and foster a positive learning environment.
• Improve and scale several (People, Technology, Support) Processes/SOPs to ensure Customer satisfaction, smooth and efficient operations, and Happy/Caring Engineers.
• Develop Direct Reports, being adept at identifying the potential of others and assuming a role in harvesting it.
• Creates an enjoyable work environment to maximize retention of staff. Recognizes and rewards the accomplishments of individuals and the team.
• Manage team leads & team schedules ensuring 24/7 shift coverage
• Take appropriate action with problem performers in a timely way.
• Manage, instruct, and guide team of Engineers in their day-to-day activities surrounding customer support via Live chat and tickets
• Responsible for key performance metrics ensuring customer satisfaction.
• Meet aggressive system and application availability objectives while providing hands-on leadership during customer-impacting events (outages and incidents)
• Provide immediate response/remediation/ and escalation for incidents during the shift
• Manage resources to performance expectations via tracking and maintaining individual performance metrics, including incident management, chats & ticket performance, and process/procedure adherence as well as constant reinforcement to ensure SLAs are met
• Establishes and drives clear accountability for all team members, creates an environment that enables effective team performance and excellent communication
• Conduct regular team meetings as well as one-on-one sessions with staff members
• Onboard, and train new hires in process and procedure adherence as well as use of tools and understanding of production platform interdependencies
• Maintain employee shift schedules ensuring adequate resource coverage at all times
• Maintain daily shift stats compilation, shift logs, analysis of “not at all well” customer ratings, response on cross departmental queries during the shift
• Develop, document, maintain, and disseminate new processes and procedures for platform monitoring, incident validation, remediation, and escalation
• 24 x 7 availability to work with the team in addressing incidents/outages where managerial guidance is required
• Problem analysis of platform and environmental issues, ensuring strict SLA compliance in issue response, resolution, escalation, and incident communication.