Quadrant Technologies - IT Operations Manager - Azure (10-15 yrs)

Role: IT Operations Manager Azure.

Experience: 10-15 years.

Notice Period: Immediate to 7 days.

Location: Hyderabad.

Role Description:

- As a Operations Manager, you will lead a team or group of Support Engineers with deep product knowledge that resolve customer technical issues.

- You will manage the customer relationship from a support standpoint, enable your team to deliver a great customer experience, and drive Microsoft Product Improvement.

- This opportunity will allow you to accelerate your career growth and hone your customer relationship management skills.

- You will develop deep technology industry knowledge and become adept at building and leading diverse teams.

- This role is flexible in that you can work up to 40% from home.

Responsibilities:

People Management:

- Managers deliver success through empowerment and accountability by modeling, coaching, and caring.

- Model: Live our culture; Embody our values; Practice our leadership principles.

- Coach: Define team objectives and outcomes; Enable success across boundaries; Help the team adapt and learn.

- Care: Attract and retain great people; Know each individual's capabilities and aspirations; Invest in the growth of others.

Response and Resolution:

- Ensure customers stay informed as to the status/solution of their issue and manage customer relationships.

- Monitor tickets of direct reports and delivery units to ensure resolution.

- Use tools and strategy to monitor the performance of a team or delivery unit as a whole (e.g., backlog, structure, trends, volume, other business metrics).

- Serve as the first line of management escalation.

- Track resolution speed and remove roadblocks (e.g., skill gaps, handle difficult customers) preventing issues from being resolved.

- Act as an escalation point in case resolution as necessary.

- Align resources of the product group to support engineers.

- Identify patterns (e.g., number of cases with similar issues), solutions, and collaborate with internal stakeholders to prioritize issues at the global level.

- Collaborate on cross-team and cross-product technical issues by working with resources from other groups, including support engineering groups, product groups, services teams, and account teams as needed to resolve highly complex customer issues.

Readiness:

- Analyze group readiness strategy proactively to ensure the team has the correct readiness plan and execute readiness plans for technologies and feature releases.

- Provide feedback to the global readiness team to ensure they have the appropriate readiness strategy and build material.

- Create Microsoft role guides and ensure Technical Support Engineers have attended compliance training.

- Aid the team in identifying gaps in technical documentation and collaborate with engineering and product teams to fill document gaps regarding new and existing technology.

Product/Process Improvement:

- Communicate aggregated customer feedback to stakeholders to influence and drive product quality improvements.

- Identify resources needed to resolve bugs.

- Drive visibility of product bugs to ensure timely engagement and/or action.

- Track pending cases due to bugs and influence the product team to improve resolution and prevent customers from being impacted.

- Establish requirements and collaborate with others across the organization to build monitoring and diagnostic tools that automate the discovery and resolution of issues.

- Create and establish operational frameworks and set standards and measures for resolving issues.

- Enhance processes or workflows across the line of business.

- Ensure team member participation in case triage meetings and/or case discussions to share knowledge with other engineers and develop efficient customer solutions by prioritizing issues, identifying resources, reviewing processes, or providing additional customer support.

Business Integration:

- Establish an engagement strategy with internal teams to promote a consistent plan.

- Create methods of relationship building and collaboration to influence local and global strategy for lifetime customer loyalty.

Experience: 10-15 years