IT Operations Manager

GMP has established itself as the pioneer of Interoperable Smart Parking which connects all parking and mobility stakeholders on a common platform who are operating in silos. GMP has had great success in the European market and is now expanding in US and other markets globally. This is an opportunity to be part of a high growth team with a global footprint.

Job Responsibilities :

- Build a high-performance Tech Ops team.

- Lead SOPs development excercises regularly to cover all the on-ground cases.

- People manager for the team with responsibility for establishing objectives and providing feedback, career development.

- Manage the day-to-day operations of the shift, ensuring SLA commitments are met.

- People manager for the team with responsibility for establishing objectives and providing feedback, career development.

- Performing planned maintenance checks and calibrations and submitting appropriate reports in a timely manner.

- Develop and improve best practices, guidelines, runbooks and checklist for technical operations team.

- Handle client escalations, help and provide solutions to fix any incident.

- Monitor the critical applications and proactively notify whenever there is any deviation, to name a few like Kibana, Crashlytics, APM, Cloudwatch, etc.

- Open and track tickets through resolution and give summary reports to customers.

- Diagnose software, hardware, networking and systems failures and share inputs on SOPs that needs automation with tech teams.

- Execute resolutions to problems and follow standard practices.

- Determine, record and work with team to revise current procedures to enhance customer satisfaction.

- Develop troubleshooting tips and tools to use in diagnosis.

- Efficient handling of on-ground incidents.

- Lead review meeting with Internal & External stakeholders (Weekly / Monthly).

- Follow defined escalation path when needed.

- Re-routing misdirected incidents that have not been handled in a timely manner.

- Work with Incident Resolution Team and respective SDMs / IT SPOCs for faster restoration of services.

- Communicating across organizational boundaries - from engineers through to CXOs.

- Night Shift.

Skills :

- Team Management.

- Communication and Stakeholder Management.

- Ability to think logically.

- Problem solving skills.

- Knowledge of ITIL framework.

- Knowledge on Agile methodology.

- Experience with managing IT environments.

- Knowlege on ticketing toolsl like Atlassian Suite, Asana, Zendesk, Salesforce etc.

- Good verbal and written communication.