Operations Manager – Technical Management

Team Purpose

The teams involved provide third-line Workspace management activities (including incidents, requests, and changes) for multiple international customers, focused on the areas of:

– Windows endpoint and mobile device management: update and software deployment, configuration management, and operating system deployment.

– MS Intune product family management: operation, maintenance, and upgrading of Microsoft Configuration Manager (MCM), management of Intune.

– Virtual workplace management: operation of Azure Virtual Desktop.

– Microsoft 365 management: across all components such as Entra, Exchange Online, Defender, and Teams.

Role Purpose

In this role, you will be responsible for leading & managing the India Digital Workspace team of 8-10 people within the Technical Management Tower. You will report to the local Operations Head in India and work closely with the relevant global Functional Leads in a Matrix organization.

Your familiarity with many of the technologies we support, allows you to understand and engage in high-level technical conversations with your team and other stakeholders. It also enables you to participate in recruitment activities and enhances your insight into people’s development.

Supported by the functional leads, you will monitor and drive day-to-day operations, to ensure a smooth customer experience and achieve the prescribed operational (KPIs, SLAs, CSAT, ESAT) and financial objectives.

Relevant Experience 10+years

Primary Responsibilities

• Foster your team:

• Set out and follow up on objectives with the team members on service delivery as well as on their development, as part of the performance management process.
• Develop an overall learning plan aligned with the needs of the customer and the business in cooperation with the functional leads.
• Ensure regular catchups and meetings to keep a finger on the pulse and support and promote a collaborative and cohesive team spirit that helps in retaining our talent while also achieving all objectives.
• Have an eye for and reward hard work and smart work.
• Ensure proper timesheet management and monitor for efficient usage of time.
• Participate in recruitment.

• Ensure a smooth delivery of operational activities:

• Manage holiday planning and capacity, ensuring there are no gaps in service, including arranging out-of-hours cover where required.
• Develop a framework to ensure all operational activities of the team are conducted as needed.
• Discover and work towards removing blockers that are preventing the team from performing optimally.
• Promote knowledge sharing and documentation.
• Participate in service introductions, ensuring all aspects are taken into consideration.
• Review customer satisfaction feedback and address any concerns.

• Monitor and improve operational effectiveness:

• Review SLA reports and, where needed, develop improvement plans which you then implement with the relevant people.
• Develop new operational processes or improvements to existing ones, to enhance the service.
• Promote proactive issue detection through operational processes and/or monitoring.
• Promote automating aspects of the service where possible.

• Liaise with all stakeholders such as the customer success managers, in-client architects, customer service engineers, and various ITIL function representatives, to ensure a consistent internal view of the customer environments and highlight any issues or opportunities.

• Secondary Skills

• Support incident management, request fulfillment, and change management:

• Contribute to solving complex and high-profile issues through troubleshooting advice. You can examine workarounds, suggest new angles for investigation, advise on the creation of action plans, and deal with escalations appropriately.
• Assist in the review of complex changes, making sure all details and impacts, including non-technical ones, are accounted for to minimize risks.
• Take a flexible approach towards supporting team members working in shifts.
• Present information clearly and professionally to stakeholders. Specifically, you convey a capable and committed image to the customer.

Skills

• At least 5+ years of experience managing local and global teams and 12+ years overall experience.

• You have matured your leadership and management skills through proven experiences in IT Operations, delivering services to multiple clients in a global service provider.
• Possess excellent people skills, allowing you to deal with demanding situations and establish an attractive working environment for the team to prosper.
• Exhibit effective communication skills (written and verbal) that allow you to articulate issues and their analyses, solutions, etc. in a clear way to colleagues and customers alike.
• Graduate or Post Graduation degree.
• MBA or other degree or professional qualification, or equivalent experience.
• A good understanding of at least two of the technological focus areas of the teams, as well as having prior hands-on experience.
• Show extensive knowledge of IT Service Management and a deep understanding of the ITIL standards and best practices.
• Flexible when emergencies occur.

Certifications

Nice to have Microsoft Certifications

• MD-100: Windows 10
• MD-101: Managing modern desktops
• Or MD-102: Endpoint Administrator
• MS-100: Microsoft 365 Identity and Services
• MS-101: Microsoft 35 Mobility and Security
• Or MS-102: Microsoft 365 Administrator