Operations 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
- Data AnalysisOperations ManagementTechnical support
Requirements
- Minimum of 8+ years of experience as an operation head or manager in a Microsoft M365 technical support process.
- Graduate degree required.
- Experience in client handling, including presenting MBR/QBR.
- Demonstrated leadership, analytical, and negotiation skills.
- Proactive, dynamic, and result-oriented mindset.
- Ability to work rotational shifts (NOAM, EMEA, LATAM, Graveyard).
- Hardware requirement: Laptop with 16 GB RAM and Windows 11 Pro.
- Internet requirement: Minimum 50 MBPS upload and download speed.
- Concierge LOB experience is preferred.
Responsibilities
- Collaborate with senior management to create strategies and policies aligned with organizational goals.
- Implement effective processes and operational standards.
- Manage team operations, including leveraging and adapting existing methods and procedures.
- Communicate team goals and deliverables clearly, keeping the team updated on changes.
- Prepare client presentations, including MBRs and QBRs, to highlight challenges and business growth.
- Monitor NSAT scores and team productivity metrics.
- Induct new joiners, including 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.
- Oversee performance management, career development, and retention of team members.
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