Operations Manager

Operations ManagerWe are looking for an experienced Operations Manager to oversee daily operational activities, manage customer relationships, and ensure the effective handling and resolution of support tickets.The Operations Manager will be responsible for monitoring open and critical tickets, coordinating with internal teams and customers, ensuring SLA compliance, and maintaining clear ownership and follow-up for all operational cases.

Key Responsibilities

Oversee daily operations and review all open support tickets with the team.Monitor high-priority and critical cases (P1 & P2) and ensure timely resolution.Track aged tickets and cases approaching or exceeding SLA targets.Ensure clear ownership, next actions, and regular updates for all open cases.Follow up with customers on pending cases and ensure effective communication.Handle customer complaints and escalations until resolution.Coordinate workload distribution and maintain a balanced workload across the team.Review technical escalations to Senior team members and ensure appropriate actions are taken.Lead critical incidents (P1) and coordinate communication between customers, technical teams, and management.Coordinate with customers, vendors, and internal teams to resolve operational blockers.Ensure proper handover of open cases and On-Call activities at the end of the day.Review recurring and long-standing issues and initiate RCA/Problem Management when required.Monitor team performance, operational KPIs, risks, and improvement plans.Prepare periodic operational reports covering SLA performance, incidents, productivity, customer status, risks, and operational needs.

Requirements

Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field.Proven experience in IT operations, service delivery, technical support, or a similar role.Strong understanding of SLA management, incident management, escalation processes, and ticketing systems.Strong leadership and team management skills.Excellent communication and customer relationship management skills.Ability to manage multiple priorities and critical incidents effectively.Strong problem-solving, decision-making, and analytical skills.Experience with ITIL practices is preferred.