Overall Responsibility :

The Operation Centre Manager will be responsible for supervising a group of Engineers & technicians who are responsible for maintenance and troubleshooting the deployed site.This group will handle offsite and remote troubleshooting PAN India. You will be responsible to meet SLA of issues with clients.

Key Accountabilities :

- Supervise operations and personnel.

- Assign and manage the work load of personnel, as well as escalate resource constraints to management.

- Oversee day-to-day operations, escalations, ticketing and communications with all customers.

- Ensure that the Operation goes beyond what is required as defined by Service Level Agreements.

- Further develop process and procedures.

- Update and maintain documentation associated with processes and procedures (run books).

- Continuously improve and develop systems to proactively monitor the infrastructure we manage.

- Hire, train, mentor and develop Level 1 / Level 2 technicians.

- Identify and document root cause for priority issues.

- Coordinate efforts to identify root cause and follow-up with cross teams for recommend solutions.

- Manage and coordinate monthly maintenance.

- Identify areas for process and efficiency improvement within the team; recommend prioritized enhancements and oversee implementation.

- Ensure that systemic issues have appropriate resolution paths.

- Generate key reports for management including but not limited to: service level agreements, ticket resolution and customer issues.

- Performs all other related duties as assigned.

- Is subject to call 24 hours, 7 days a week.

Required Experience :

- Must have at least 5-7 years of experience as a operation support manager in a 24x7x365 Client services environment.

- Typically requires minimum 1 to 3 years supervisory experience .

- Strong network troubleshooting, process workflow and communication skills are a requirement.

- Ability to exercise independent judgment in planning, organizing, and performing analytical tasks.

- Experience in people-management and conflict resolution.

- Must have very strong problem solving skills.

- Extensive knowledge of sensors, AC Drives and energy Monitoring .

- Strong knowledge of TCP/IP, SCP, DSCP, wifi protocols

- Experience with networks, routers, switches, servers (Win/Unix/Linux), VMWare, SAN, security, wireless, VoIP, etc.

Education and Skills :

- Bachelor's Degree in EC / EEE

- Strong overall IT work experience is required.

- Must have the ability to communicate, motivate, and organize projects among a broad spectrum of personnel throughout the network, frequently under deadline pressure.

- Excellent oral and written communication skills, including the ability to interact effectively with executives, engineers, vendors and peers.

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