Operation Center Manager

Veovo

3 - 7 years

3 - 7 Lacs

pune

Posted:-1 days ago| Platform:

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Skills Required

operational support service operations service management customer service transition billing operations customer satisfaction saas recruitment leadership cloud infrastructure coaching operational excellence business case itil crm

Work Mode

Work from Office

Job Type

Full Time

Job Description

Recruit, mentor, and develop a high-performing team of support engineers, starting small and scaling to a fully staffed shift-based operation.
Influence the strategy & business casing and provide requirements for tools, training, and support your team needs to succeed.
Ensure the delivery of consistent, high-quality support with a focus on service reliability, customer satisfaction, and operational excellence.
Consistently meet and exceed committed customer service levels.
Maximise the productivity and value delivered by the team to customers, internal stakeholders and partner teams.
Actively drive adoption of best practices and continuous improvement in support & maintenance processes in your team and among your Gentrack stakeholders.
Partner with product, engineering and customer success teams to drive and deliver improvements in service reliability, incident prevention, time-to-resolve.

What were looking for

(you don t need to be a guru at all, we re looking forward to coaching and collaborating with you):

Strong experience in leading teams providing 24x7 operational support teams in a SaaS, cloud infrastructure, and/or similar technical managed services capacity.
Certification or experience in ITIL Service Operations and Service Transition practices.
Knowledge of observability, service management and operational support software and tools.
Customer & people focused leadership combined with a passion to deliver to the highest standards.
Familiarity with utilities industry and enterprise billing & CRM business processes is beneficial but not essential.
You love data and combine it with your experience and intuition to solve problems and measure the impact of innovation.

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