Assistant Manager

Iron Systems, Inc; Dadri; On-site; INR 800,000 - 1,200,000; Full time

Job summary

Iron Systems is seeking a motivated Assistant Manager to lead teams and drive operational excellence across cross-functional stakeholders in a fast-paced environment.

Ideal candidates will bring strong communication, presentation, and people management skills along with a proactive mindset to optimize service delivery, monitor performance, and implement continuous improvement initiatives.

Qualifications

• Strong leadership and people management abilities.
• Excellent communication, presentation, and stakeholder management.
• Strong analytical, problem-solving, and decision-making with focus on process improvement.
• Good understanding of SLA/KPI management, incident handling, and quality standards.
• Proficiency in Microsoft Office; Power BI reporting is a plus.

Responsibilities

• Support day-to-day operations of the Incident Command Centre and ensure service delivery aligned with SLAs and KPIs.
• Monitor performance, identify gaps, and ensure timely incident/escalation resolution.
• Coordinate with internal and external partners to ensure uninterrupted operations.
• Conduct team briefings, coaching, and performance reviews to develop staff.
• Analyze data, prepare dashboards and MIS reports, presenting insights to management.
• Drive continuous improvement by identifying inefficiencies and implementing best practices.
• Manage incident reporting, root cause analysis, and CAPA activities.
• Oversee workforce productivity, resource allocation, and shift planning.
• Ensure timely closure of customer requests and maintain high satisfaction.
• Support business continuity planning and crisis management as needed.
• Foster accountability, collaboration, and customer-centric service.

Skills

Leadership

Communication

Stakeholder mgmt

Analytical thinking

SLA KPI management

Incident mgmt

Multitasking

Ownership

Collaboration

Tools

Power BI

Microsoft Office

Job description

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.