Technical Operations Manager
hace 2 días
Airespring seeks a seasoned technical leader to manage its global Tier 2 support operations. As a key member of the management team, this individual will oversee daily operational activities, prioritize tasks, and ensure seamless execution across multiple time zones.
Responsibilities- Ticket Management: Develop and implement effective ticketing processes to optimize resolution times, reduce escalations, and enhance customer satisfaction.
- Team Leadership: Manage a globally distributed team of technical support specialists, providing guidance, mentorship, and coaching to ensure high-quality performance.
- Process Improvement: Identify areas for improvement within the Tier 2 support process and develop initiatives to streamline operations, reduce costs, and enhance efficiency.
- Leadership Experience: Minimum 5+ years of experience in a leadership role, managing a team of technical support specialists in a 24x7 environment.
- Technical Expertise: Deep understanding of network protocols, troubleshooting techniques, and software applications relevant to Airespring's services.
- Communication Skills: Excellent written and verbal communication skills, with the ability to effectively communicate technical information to both technical and non-technical stakeholders.
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