Operation Manager

Tudiptech Tudip Technologies Pvt Ltd; Singapore; On-site; SGD 90,000 - 150,000; Full time

Job summary

Tudip Technologies Pvt. Ltd is seeking an Operations Manager to run the cloud infrastructure support function for a premier client. The role may include executing small projects within the operation.

You will work in an agile team, analyzing workload, allocating resources, and ensuring on-time delivery while maintaining SLAs. Strong communication and leadership skills are essential, along with experience in 24/7 support and data reporting.

Qualifications

• 5+ years of hands-on progressive project/operations management in fast-paced development/operations organization.
• Experience in running 24/7 support operations.
• Experience in reporting, building weekly, monthly and quarterly reports.
• Excellent communication (written and verbal), influencing and presentation skills.
• Data driven with ability to reach and exceed goals in a dynamic environment.
• Experience leading/managing global projects.
• Strong working knowledge of project management practices, ticket management tools and modern communication tools like Slack.

Responsibilities

• Analyze projected workload and allocate resources to team leads based on capacity availability and SLA targets.
• Ensure staffing and performance levels are correct to handle appropriate amounts of work volume.
• Work closely with leads to decide the team rostering, shifts and team allocation.
• Coordinates with Team Leads and resources as needed to ensure on-time delivery.
• Analyze workload, capacity planning and resource allocation forecasting.
• Participate and present data to discuss trends, status and action plans to meet targets.
• Proactively communicate to adjust the workforce plan based on changing volume.
• Effectively lead, motivate and direct the workgroup while being flexible in a changing environment.
• Effective communication to internal and external stakeholders on Operation status and changes.
• Performance management of team: Define, track and monitor KRAs for Leads and team.
• Accountable for adhering to defined SLA for key KPIs like Customer Satisfaction(CSAT), Customer Effort Score and Productivity.
• Hiring support- Proactively work with recruitment team to ensure right team is in place
• Work with the Learning and development team to ensure the right induction plan is in place.

Skills

Leadership

Communication

Data-driven

Stakeholder management

Education

Graduate or above

Tools

Looker

Zendesk

Slack

Job description

About Company

Tudip Technologies Pvt. Ltd is a CMMI Level 5 extreme technology company. Careers at Tudip Technologies are not just jobs, but a promise of a bright and dynamic future. Tudip provides ample opportunities to grow within the company technically as well as a technocrat by promoting entrepreneurship. Tudip Technologies’ careers will enable you to help clients enhance and improve while you build your career. We are a place which defines Integrity, Innovation, and Serenity. Tudip provides you a better platform that transforms an individual into an experienced and immensely skilled professional through an ethical and vibrant business environment. We are here for effective client servicing, taking care of our employees’ needs, and creating a success story to remember.

Position Summary

We are looking for an Operation Manager who would be responsible to run the cloud infrastructure support function for one of our esteemed clients. This role may include execution of small projects to run within the operation.

Roles & Responsibilities

As a part of an agile team environment, you are expected to independently work on end-to-end target delivery which includes –

• Analyze projected work volume and allocate resources to team leads based on capacity availability and SLA targets.
• Ensure staffing and performance levels are correct to handle appropriate amounts of work volume.
• Work closely with leads to decide the team rostering, shifts and team allocation
• Coordinates with Team Leads and resources as needed to ensure on-time delivery.
• Analyze workload, capacity planning and resource allocation forecasting.
• Participate and present data to discuss trends, status and action plans to meet targets.
• Proactively communicate to adjust the workforce plan based on changing volume.
• Effectively lead, motivate and direct the workgroup while being flexible in a changing environment.
• Effective communication to internal and external stakeholders on Operation status and changes.
• Performance management of team: Define, track and monitor KRAs for Leads and team.
• Accountable for adhering to defined SLA for key KPIs like Customer Satisfaction(CSAT), Customer Effort Score and Productivity.
• Hiring support- Proactively work with recruitment team to ensure right team is in place
• Work with the Learning and development team to ensure the right induction plan is in place.

Job Requirements/Qualifications

• Educational Qualification: Any graduate and above
• Should have 5+ years of hands-on progressive project/operations management work experience in fast-paced development/operations organization.
• Should have experience in running 24*7 support operations.
• Should have hands-on experience in Reporting, building Weekly, Monthly and Quarterly reports.
• Should have excellent communication (written and verbal skills), influencing and presentation skills, with excellent attention to detail.
• Deep insight of tools like Looker, Zendesk, etc is an added advantage.
• Should be able to communicate with the client, understand client requirements and provide data required by the client in a timely manner
• Should have experience in similar roles leading/managing global projects, which is essential for this role.
• Should be Data driven, result-oriented and should have proven ability to reach and exceed goals/targets in a dynamic environment.
• Should have proven skills in developing effective partnerships with key stakeholders and providing leadership support for driving change initiatives.
• Should have hands-on experience with a strong working knowledge of project management practices, ticket management tools and modern communication tools like Slack