Tech Support & NOC Operations Manager

Contegris Technology Solutions; Lahore; On-site; PKR 1,800,000 - 2,600,000; Full time

Benefits offered by this job

Paid Leaves

Medical Reimbursement

Provident Fund

Gym Allowance

Annual Bonus

Annual Salary Increments

Professional Growth & Learning

Job summary

Contegris Technology Solutions seeks an experienced Operations & Escalation Manager to ensure a Delightful pre- and post-implementation customer experience while establishing the NOC and managing network and system operations.

You will lead a high-performing team, design training programs, monitor KPIs, and collaborate with Development, CS and Deployment to resolve complex queries. On-call readiness and process improvements are expected.

Qualifications

• 4-5 years of SaaS B2Bexperience in a similar capacity.
• Bachelor's or Master's in Computer Science/Information Technology or related field.
• Proven experience managing Technical Support, NOC, and Contact Center Operations.

Responsibilities

• Oversee NOC operations, ticket queues, and SLA compliance.
• Lead and develop a high-performing team; drive KPI achievement and coaching.
• Design and improve support processes, SOPs, and ITIL-based workflows.
• Drive customer success during Go-Live and ongoing support with proactive engagement.
• Collaborate with Development, CS and Deployment teams to resolve complex issues.
• Monitor KPIs like resolution time, CSAT, backlog, escalations; present reports to leadership.
• Ensure ISMS policies are understood and followed across functions.

Skills

Leadership

Coaching

SLA management

NOC operations

ITIL familiarity

Data-driven decisions

Education

Bachelor's/Master's in CS/IT

Tools

Ticketing systems

Monitoring tools

ISMS knowledge

Job description

Contegris Technology Solutions seeks an experienced Operations & Escalation Manager to ensure a Delightful pre- and post-implementation customer experience while establishing the NOC and managing network and system operations.

You will lead a high-performing team, design training programs, monitor KPIs, and collaborate with Development, CS and Deployment to resolve complex queries. On-call readiness and process improvements are expected.