Operations Manager Job in Tudip Technologies Pvt Ltd

Tudip Technologies Pvt. Ltd is a CMMI Level 5 extreme technology company that offers a dynamic and promising career path. We provide ample opportunities for technical and entrepreneurial growth, allowing you to enhance your skills while helping clients improve their operations. We celebrate diversity and foster an inclusive environment, emphasizing integrity, innovation, and serenity. Our aim is to transform individuals into highly skilled professionals through an ethical and vibrant business environment, ensuring effective client servicing and employee satisfaction.

Position Summary

We are seeking an Operations Manager to oversee the cloud infrastructure support function for one of our esteemed clients. This role may also involve executing small projects within the operations framework.

Roles & Responsibilities

• Resource Management: Analyze projected work volumes and allocate resources to team leads based on capacity availability and SLA targets.
• Staffing and Performance: Ensure appropriate staffing and performance levels to handle work volumes efficiently.
• Team Coordination: Collaborate with leads to determine team rostering, shifts, and allocations.
• Delivery Coordination: Work closely with team leads and resources to ensure timely delivery of services.
• Workload Analysis: Conduct workload analysis, capacity planning, and resource allocation forecasting.
• Data Presentation: Participate in discussions about trends, status, and action plans to meet operational targets.
• Workforce Adjustment: Proactively communicate and adjust workforce plans based on changing volume.
• Leadership: Effectively lead, motivate, and direct the workgroup while adapting to a dynamic environment.
• Stakeholder Communication: Maintain effective communication with internal and external stakeholders regarding operations status and changes.
• Performance Management: Define, track, and monitor KRAs for leads and team members to ensure adherence to key performance indicators (KPIs) like Customer Satisfaction (CSAT) and Customer Effort Score.
• Hiring Support: Collaborate with the recruitment team to ensure the right talent is in place.
• Training Oversight: Work with the Learning and Development team to implement effective induction plans.

Job Requirements/Qualifications

• Education: Any graduate and above.
• Experience: Minimum of 5 years of progressive project/operations management experience in a fast-paced development/operations organization.
• Support Operations: Experience in managing 24/7 support operations.
• Reporting Skills: Proficient in reporting and building weekly, monthly, and quarterly reports.
• Communication Skills: Excellent written and verbal communication skills, with strong influencing and presentation abilities.
• Tools Insight: Familiarity with tools such as Looker, Zendesk, etc., is advantageous.
• Client Interaction: Ability to communicate effectively with clients, understand their requirements, and provide timely data.
• Global Project Management: Experience leading or managing global projects is essential.
• Data-Driven: Strong analytical skills, result-oriented mindset, and proven ability to exceed goals in a dynamic environment.
• Stakeholder Engagement: Proven ability to develop effective partnerships with key stakeholders and support change initiatives.
• Project Management Knowledge: Strong working knowledge of project management practices, ticket management tools, and modern communication platforms like Slack.