Assistant Manager

Iron Systems, Inc; Dadri; On-site; INR 900,000 - 1,200,000; Full time

Job summary

Iron Systems, Inc. is seeking a passionate Assistant Manager to lead the Incident Command Centre operations, ensuring service delivery aligns with SLAs and KPIs. The role requires strong leadership, superb communication and the ability to coordinate across cross-functional stakeholders.

You will coach teams, analyze operational data, drive process improvements, and manage incident reporting, RCA and CAPA while maintaining high customer satisfaction in a fast-paced environment.

Qualifications

• Strong communication and presentation skills.
• Ability to lead teams and drive operational excellence.
• Proactive mindset with cross-functional collaboration.
• Experience in incident management and service-delivery oversight.

Responsibilities

• Support day-to-day operations of the Incident Command Centre in line with SLAs and KPIs.
• Monitor performance, identify gaps, and resolve incidents/escalations timely.
• Coordinate with internal stakeholders, vendors and partners for uninterrupted operations.
• Conduct team briefings, coaching sessions and performance reviews to develop staff.
• Analyze operational data, prepare dashboards and present actionable insights to management.
• Drive continuous improvement by identifying inefficiencies and implementing best practices.
• Manage incident reporting, root cause analysis, and CAPA for issues.
• Monitor workforce productivity and shift planning to optimize efficiency.
• Ensure timely closure of customer requests and maintain high satisfaction.
• Support business continuity, emergency response and crisis management as required.

Skills

Leadership

Communication

Stakeholder management

Analytical thinking

Problem solving

Power BI

Tools

MS Office

Power BI

Job description

Job Description –
Iron Systems is looking for a passionate and self-driven

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.