Brillio - Manager - Operations - IT Support (8-12 yrs)

Skill: Operations Manager.

Location: Chennai/Thane.

Preferred Immediate to 15 days joiners.

Mode: WFO.

- Previous experience in Managing day-to-day application support operations of the 24x7 L1 and L2 team in delivering high efficiency and productivity.

- 5 years leading payment gateway systems and managing global teams and Works with the global Operations team on cross-region (APAC), and cross functional team.

- Experience in Hands-on handling merchant queries, customer requests assignment based on priority, working closely with agents in resolving dependency, blockers, identifying productivity improvement possibilities.

- Expert knowledge in terms of PM methodologies, PM processes in project execution and project management.

- Proven track of leading at least 20+ FTE's.

- Develop and lead a team of supervisors and agents and conduct performance reviews.

- Be Multitasking and working in a fast-paced environment.

- Broad intercultural experience and excellent verbal and written communication skills.

- Good to have in handling international (APAC) callers.

- Previous experience interacting with customer executives and managing escalations.

- Strong technical skills in using ticketing tool, logging tool, Monitoring tool, Query Analyzer, basic understanding of Java and API calls, Knowledge of ITIL (Problem/Incident/Change Management).

- Proficiency in managing TAT/SLA driven service engagement, cost improvement initiatives, best practices, reporting and processes, automation opportunities and interface management cross-function.

- Proven proficiency of Core Competencies (Results driven, Team Player, Change Orientation, Customer Focus and Self Awareness) on an excellent level.

- Strive for operational excellence by achieving results beyond expectation.

- Must be able to influence teams without a direct reporting structure.

- Ability to integrate people, to resolve conflicts.

- Consistency in conducting regular meetings with client to review the performance and address concerns.