Operations Manager - Network Architecture (10-15 yrs)

Job Description :

The Operations Manager is responsible for overseeing and managing Tier 2 Tier 3 and Tier 4 engineers who specialize in Networking, Unified Communications (UC) and Collaboration, High-Performance Computing (HPC), and data center computing technologies. This role ensures the efficient and effective operation of post-deployment support and maintenance activities, driving continuous improvement and customer satisfaction.

Responsibilities :

- Lead, mentored, and managed a team of Tier 2 Tier 3 and Tier 4 engineers.

- Foster a collaborative and high-performance culture within the team.

- Conduct regular performance reviews, provide professional development opportunities, and team performance management.

- Set measurable team objectives

- KPI reporting to Sr. Leadership to demonstrate team performance

- Oversee day-to-day operations of post-deployment support activities.

- Ensure timely and effective resolution of technical issues and escalations.

- Monitor and manage workload distribution among team members.

- Provide technical guidance and support to engineers specializing in Networking, UC and Collaboration, HPC, and datacenter compute technologies.

- Stay updated with the latest industry trends and technologies to ensure the team's skills remain current.

- Maintain high levels of customer satisfaction by ensuring prompt and effective resolution of issues.

- Act as a point of escalation for complex technical problems and customer concerns.

- Develop and maintain strong relationships with key customers and stakeholders.

- Identify and implement process improvements to enhance operational efficiency and service quality.

- Develop and maintain standard operating procedures and best practices.

- Monitor key performance indicators (KPIs) and metrics to drive continuous improvement.

- Collaborate with other departments, including Sales, Engineering, and Project Management, to ensure seamless service delivery.

- Communicate effectively with internal and external stakeholders to provide updates and gather feedback.

- Prepare and present regular reports on operational performance and team activities.

Requirements :

- Bachelor's degree in computer science, Information Technology, or a related field; or equivalent work experience.

- 5-8 years experience in managing technical support teams, preferably in a Day 2 operations environment.

- Strong technical background in one of the following : Networking, UC, and/or HPC and compute technologies.

- Excellent leadership, communication, and interpersonal skills.

- Ability to manage multiple priorities and work effectively in a fast-paced environment.

- Strong problem-solving skills and a customer-focused mindset.

- Relevant certifications (e. g., CCNP, CCIE, MCSE, VCP) are a plus.

- Availability for on-call support and after-hours work as needed.