11/07 Varun Pawar
Founder/Director at M&N Consultants Pvt Ltd

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Operations Manager - Client Services - Energy Data Analytics Firm (3-9 yrs)

Gurgaon/Gurugram Job Code: 719450

Operations Manager 24x7x365


Our client is an IOT based energy data analytics company that provides energy management and analytics solutions.

Overall Responsibility :

The Operations Manager will be responsible for supervising a group of Engineers & technicians who are responsible for maintenance and troubleshooting the site operation.

Key Accountabilities :

- Assign and manage the work load of personnel, as well as escalate resource constraints to management.

- Oversee day-to-day operations, escalations, ticketing and communications with all customers and addressing the clients- queries

- Update and maintain documentation associated with processes and procedures (run books) and further develop process and procedures.

- Hire, train, mentor and develop Level 1 / Level 2 technicians.

- Coordinate efforts to identify root cause and follow-up with cross teams for recommend solutions.

- Identify areas for process and efficiency improvement within the team; recommend prioritized enhancements and oversee implementation.

- Ensure that systemic issues have appropriate resolution paths.

- Generate key reports for management including but not limited to: service level agreements, ticket resolution and customer issues.

- Is subject to call 24 hours, 7 days a week.

Required Experience :

- Must have at least 3-9 years of experience as an operation support manager in a 24x7x365 Client services environment.

- Strong network troubleshooting, process workflow and communication skills are a requirement.

- Ability to exercise independent judgment in planning, organizing, and performing analytical tasks.

- Experience in people-management and conflict resolution.

- Must have very strong problem-solving skills.

Education and Skills :

- Bachelor- s/Master's Degree in Electronics and Communication, Computer Science, IT, Electrical preferred.

- Experience of Service industry will be preferred

- Must have the ability to communicate, motivate, and organize projects among a broad spectrum of personnel throughout the network, frequently under deadline pressure.

- Excellent oral and written communication skills, including the ability to interact effectively with executives, engineers, vendors and peers.

Women-friendly workplace:

Maternity and Paternity Benefits

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