Operation Head/Manager - Technical Support (Microsoft M365)

Role and Responsibilities:

You demonstrate solid leadership and analytical skills, exhibit strong business acumen, as well as commitment to productivity. You are a self-starter, go-getter, proactive and could learn and perform in a fast-paced environment. You are dynamic, result oriented and could drive results through others, possess strong analytical and negotiation skills and excellent process orientation.

• Creating strategies with senior management and develop policies that will correlate with the organization goal.
• Implementing effective processes and standards.
• Work in collaboration with subordinate and senior management levels involving negotiations and influencing on significant matters.
• You are required to manage team operations, create new solutions, leveraging and, where needed, adapting existing methods and procedures.
• You are required to understand the strategic direction set by senior management, clearly communicate team goals, deliverables, and keep the team updated on change.
• To prepare the presentation for the client, highlight the challenges, raise the requirement/support if needed. A thorough understanding of business need and business growth.
• You will be responsible for providing guidance to our in-house Management Trainee.
• Must have experience in client handling, should be able to engage client efficiently, presenting MBR , QBR is preferred.
• Should keep a close track of the NSAT Scores and the productivity of the team members.
• You are required to induct new joiners i.e Engineers and Team Leader about the technical support process.
• Responsible for management of critical and complex changes wherever applicable.
• Initiate and drive continuous service improvement plans.
• Identification and communication of potential risks and dependencies in timely manner to stakeholders.
• Responsible for Performance management, career development and retention of the team members.
• Should have an innovative and transformational mindset to identify opportunities to optimize processes.

Qualifications and Experience:

• Graduate with minimum 8+ years of experience as operation head/manager in Technical Support process ( Microsoft M365).
• Concierge LOB is preferred.
• Work Location- Remote opportunity (Work from Home).
• Shift Timings - Rotational (As per business need, It can be NOAM, EMEA, LATAM, Graveyard).