Technical Operations Manager

Join our dynamic technical operations team as an operations Manager and play a pivotal role in driving operational excellence and efficiency. In this role, you will oversee the day-to-day operations of our technical support and NOC departments, ensuring seamless service delivery and customer satisfaction. You will assist to optimize performance and achieve key performance metrics. With your strategic mindset and strong organizational skills, you will streamline processes, implement best practices, manage projects, manage knowledge, and leverage technology to enhance the overall support experience. This role will also be responsible for data analysis and will contribute for data driven management and decision making.

Responsibilities

• Manage and oversee TechOps-related projects, including information systems integrations and tools for Technical Support, and NOC.
• Coordinate and optimize internal and external processes within the TechOps department to enhance productivity and service quality.
• Zendesk Admin for TechOps.
• Analyse data and KPIs for data driven management and decision making.
• Generate comprehensive reports for the TechOps department, encompassing Zendesk, Jira, Global-e order processing, and more.
• Develop and refine workflows within the TechOps department to ensure seamless coordination and task execution.
• Design and enhance training programs for TechOps department staff to foster professional growth and competence.

Requirements:

• Two or more years of project management experience.
• Strong familiarity with project management software tools, methodologies, and best practices.
• Experience seeing projects through the full life cycle.
• Experience with information systems like Zendesk, Salesforce, Jira, Confluence, etc.
• Strong attention to deadlines and budgetary guidelines.
• Proven success working with all levels of management.
• Strong written and verbal communication skills.
• Excellent presentation skills
• Excellent analytical skills, data analysis and reporting skills.