Technical Operation Manager

Your mission

You will contribute to the Continuous Services(CS) mission – Provide the best support to all our customers and achieve the highest customer satisfaction through Proactive behavior, Clear communication, and Good Administration flow – by setting up the team and customer satisfaction. You are the Team Manager for our second-line Technical Support team which includes the Technical Trouble-shooters, Manager Services, and Functional owners (depending on work basis). Your passion is to lead a team of support experts and guide their growth, to deliver quality services for our CS customers. Your biggest challenge is to guide the team through the process to ensure our customers get quality support in a prompt fashion, ensure proper synchronization within/across teams/departments and be able to grow the team, and improve their productivity and efficiency to tackle day-to-day challenges. 


Your profile

  • Accountable for the overall performance and progress of the 2nd line Support team measured by resolution SLA adherence %, enhanced CSE scores and Team efficiency %, etc.
  • Coach the team members, understands when to instruct and delegate and supply guidance.
  • Develop individual and team growth plans aligned with organizational KPIs as mentioned above as well as Individual certification targets.
  • Responsible to ensure the quality work delivery to customers as per their contract.
  • Empower the team members to take decisions within their framework.
  • Coordinating resource availability with the Planning team for assignments in external and internal assignments, while keeping the right balance in mind between the 3rd line hours on Support tickets and 2nd line resource’ hours on project assignments.
  • Investigate and organize Third line resources, as and when needed.
  • Conduct annual performance evaluation and goal-settings for team members.
  • Organize and coordinate discussions during periodic team meetings.
  • Ensures knowledge is maintained across the team regarding all our customers.
  • Works on an atmosphere of trust within the team.

DEPARTMENT SPECIFIC

  1. Escalation management and coordination with the Senior Management and Client Executive in case of potential concerns/opportunities.
  2. Initiate, recognize innovative ideas for improvements, and participate in enhancement programmes to improvise and stabilize our Hosting architecture.
  3. Work with the CS management on standardizing processes to enhance efficiency.
  4. Participate in any form of Crisis Management related to CS customers, closely together with Client Executive and Senior Management.
  5. Participate in CS Budget formation and Plans for next year.
  6. Along with other TMs, set up training and knowledgebase for the First Line Support. Empower them to solve basic tickets while Second Line Support Team can focus on complex tickets.

COMPETENCE REQUIREMENTS:

  1. Share the same/similar values as the ones TLF thrives (https://thelogicfactory.com/careers/)
  2. Self-inspired Leader who believes in the growth of a team, over the growth of an individual
  3. Passionately drive continuous improvements and change (creative & innovative)
  4. People management skills
  5. Result-driven with a proactive attitude
  6. Experience in managing global teams across geographies.
  7. Able to collaborate on all levels within the organization
  8. Communication skills
  9. Dispute management


Why us?

We offer a fun full-time job with competitive packages and benefits  which include:

  • 5 working days 
  • Hybrid Work Culture with the flexible working hours
  • Medical Insurance 
  • Loyalty Bonus & Profit Sharing
  • Opportunities to grow in different roles
  • International Onsite Opportunities
  • Company-sponsored external training for your skills development
  • Employee Engagement Activities like monthly games and competitions, team outings, and company trips, etc
  • Apart from privilege leaves and sick leaves we also have:
    • Birthday Leave
    • Marriage Leaves
    • Covid Sick Leaves for employees as well as for their immediate family
    • Maternity/Paternity Leaves
    • Loyalty Leaves
    • Bereavement Leaves

You will be working in a state-of-the-art infrastructure in Ahmedabad, in a professional and international culture, communicating with colleagues around the world (USA, UK & the Netherlands), and you will get international customer handling experience. Performance is rewarded within The Logic Factory. We provide a fun environment where self-reliant people, who want to make a career within TLF, will be well rewarded. We are proud to be a privately-owned company, small enough to meet everyone at the lunch table but large enough to successfully implement the most challenging projects for Fortune 500 Companies around the globe and be seen as a trusted advisor in various industries.