Senior Operation Manager - Microsoft M365
New
G
Gigmo Solutions Pvt. Ltd.Technical Support
Gurugram, Haryana, India, Rotational (NOAM, EMEA, LATAM, Graveyard)Full-TimeManager
Salary not disclosed
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Job Details
- Experience
- 8+ years
- Required Skills
- Business AnalysisOperations ManagementClient relationship managementTechnical support
Requirements
- Minimum 8+ years of experience as an operation head or manager in a technical support process.
- Specific experience with Microsoft M365 is required.
- Demonstrated leadership and team management capabilities.
- Strong analytical, business acumen, and negotiation skills.
- Experience in client handling, including MBR and QBR presentation experience.
- Proven ability to manage performance, productivity, and team retention.
- Graduate degree.
- Hardware: Laptop (16 GB RAM), Windows 11 Pro, and high-speed internet (min 50 MBPS upload/download).
- Ability to work rotational shifts covering NOAM, EMEA, LATAM, or Graveyard hours.
- Experience with Concierge LOB is preferred.
Responsibilities
- Create strategies and policies in collaboration with senior management to align with organizational goals.
- Implement effective operational processes and standards.
- Manage team operations, identify new solutions, and adapt existing methods.
- Communicate team goals, deliverables, and organizational changes to staff.
- Prepare and present reports for clients, including Monthly and Quarterly Business Reviews (MBR/QBR).
- Monitor NSAT scores and team productivity metrics.
- Induct new engineers and team leaders into the technical support process.
- Drive continuous service improvement plans and manage critical complex changes.
- Identify and communicate potential risks and dependencies to stakeholders.
- Lead performance management, career development, and retention initiatives for team members.
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