HEAD OF OPERATIONS

Location: Gurugram

Job Type: Full-Time

Department: Operations

Reports To: Country Head

Shift Timings: 8:30 PM to 5:30 AM (or as required)

About Us:

BayOne is a minority owned Talent Solutions Partner based in the Bay Area, Pleasanton, California, with a passion for diversity in the Tech Industry. We help companies build teams. We specialize in the following domains: Project & Program Management, Cloud Computing & IT Infrastructure Management, Big Data Services, Software & Quality Engineering, User Experience Design. At BayOne, we are committed to nurturing a collaborative and inclusive culture that empowers individuals and organizations to thrive. Our passion for excellence and customer-centric approach makes us a trusted partner in achieving sustainable growth and innovation.

Position Overview:

The Operations Head will oversee and ensure seamless operations during the night shift, playing a critical role in maintaining software performance, client satisfaction, and internal coordination with global teams. This role demands strong leadership, crisis management, and collaboration skills to drive operational excellence, meet service-level agreements (SLAs), and foster a high-performance team culture.

Key Responsibilities:

Collaborating with diverse stakeholders to deliver cross-departmental solutions that drive operational efficiency and support revenue growth.

Operational Management

- Oversee all night shift operations, ensuring alignment with business objectives and key performance indicators (KPIs).

- Supervise on-duty team members to optimize resource utilization effectively.

- Monitor software and systems uptime, proactively addressing technical issues.

- Maintain and update detailed incident logs and communicate resolutions to stakeholders.

Team Leadership

- Foster a collaborative, high-performance culture within the night shift team.

- Monitor team progress, provide feedback, and facilitate training to enhance skills and engagement.

- Resolve team conflicts and promote a positive work environment.

Incident and Crisis Management

- Lead incident and crisis response to ensure swift resolution of critical issues affecting service quality or availability.

- Identify recurring problems and collaborate with teams to implement long-term solutions.

- Coordinate with IT, HR, and other departments to address outages, security threats, or emergencies.

Global Team Collaboration

- Act as the primary point of communication for night shift operational issues.

- Ensure seamless handoffs and information flow between night and day teams.

- Collaborate with cross-functional teams (IT, support, HR) to ensure operational continuity and effectively address ongoing projects or critical updates.

Continuous Improvement

- Propose and implement process enhancements for operational efficiency and service delivery.

- Promote best practices in software monitoring, issue escalation, and customer support to ensure efficiency during the night shift