Assistant Manager

Iron Systems; Dadri; On-site; INR 600,000 - 900,000; Full time

Job summary

Iron Systems is seeking an Assistant Manager to lead incident operations and drive service excellence. The role requires strong communication, leadership, and data-driven decision making to supervise cross-functional teams and ensure SLA/KPI compliance.

The ideal candidate will mentor staff, manage dashboards, analyze performance metrics, and implement process improvements to sustain high customer satisfaction. This is a full-time on-site position based in India.

Qualifications

• Strong leadership and people management skills.
• Excellent communication, presentation and stakeholder management across organizational levels.
• Strong analytical and problem-solving abilities with focus on process improvement.

Responsibilities

• Support the day-to-day operations of the Incident Command Centre to meet SLAs and KPIs.
• Monitor service performance, identify gaps, and ensure timely incident resolution.
• Coordinate with internal stakeholders, vendors, and partners for uninterrupted operations.
• Conduct team briefings, coaching, and performance reviews to develop staff.
• Analyze operational data, prepare MIS dashboards and reports for management.
• Lead continuous improvement initiatives and CAPA to drive efficiency.
• Manage incident reporting, RCA, and CAPA implementation.
• Oversee workforce productivity, resource allocation, and shift planning.
• Ensure timely closure of customer requests and maintain high satisfaction.
• Support business continuity, emergency response, and crisis management.
• Foster accountability, collaboration, innovation, and customer-centric service.

Skills

Leadership

Communication

Presentation skills

Stakeholder management

Analytical thinking

SLA KPI management

Incident management

Team leadership

Power BI

Excel

PowerPoint

MIS reporting

Workforce planning

Resource allocation

Process improvement

Operational excellence

Customer-centric service

Tools

Power BI

Microsoft Excel

PowerPoint

Job description

Iron Systems is looking for a passionate and self-driven Assistant Manager to join our team. The ideal candidate should possess strong communication and presentation skills, along with excellent interpersonal abilities and a can-do attitude. This role demands a proactive mindset to lead teams, drive operational excellence, and collaborate across cross-functional stakeholders.

Key Responsibilities

• Support the day-to-day operations of the Incident Command Centre and ensure seamless service delivery in line with defined Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Monitor operational performance, identify service gaps, and ensure timely resolution of incidents and escalations.
• Coordinate with internal stakeholders, vendors, and external partners to ensure effective communication and uninterrupted operations.
• Conduct regular team briefings, coaching sessions, and performance reviews to foster employee development and engagement.
• Analyze operational data, prepare dashboards, MIS reports, and present actionable insights to management.
• Drive continuous improvement initiatives by identifying process inefficiencies and implementing best practices.
• Manage incident reporting, root cause analysis (RCA), and corrective/preventive actions (CAPA) for operational issues.
• Monitor workforce productivity, resource allocation, and shift planning to optimize operational efficiency.
• Ensure timely closure of customer requests, complaints, and service tickets while maintaining high customer satisfaction.
• Support business continuity planning, emergency response, and crisis management activities whenever required.
• Foster a culture of accountability, collaboration, innovation, and customer-centric service delivery.

Desired Skills

• Strong leadership and people management skills with the ability to coach, motivate, and develop high-performing teams.
• Excellent communication, presentation, and stakeholder management skills across all organizational levels.
• Strong analytical, problem-solving, and decision-making abilities with a focus on process improvement and operational excellence.
• Good understanding of SLA/KPI management, incident management, quality standards, and continuous improvement practices.
• Proficiency in Microsoft Office (Excel, PowerPoint, Word, Outlook); experience with reporting tools such as Power BI is an added advantage.
• Ability to work effectively in a fast-paced environment, manage multiple priorities, and perform under pressure.
• Self-motivated, customer-focused, and proactive, with a high level of ownership, accountability, and a collaborative mindset.

Mandatory Skills

• Incident Management/Team Leadership People, Operations Management/SLA KPI /RCA/ MIS Reporting/ Workforce Planning Resource Allocation/ Power BI (Preferred)/ Microsoft Excel, PowerPoint

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.