Technical Operations Manager

8 hours ago

Lahore, Punjab, Pakistan beBeeCustomerExperience Full time 8,000,000 - 20,000,000
Job Overview

This role ensures a seamless Pre & Post-Implementation Customer Experience that aligns with our business strategy and SLA Commitment.

This role also establishes the NOC and manages efficient Network & System Operations with proactive handling.

Key Responsibilities:
  • Team Building: Assemble a high-performing team of A Players with the right potential and talents to achieve organizational objectives and create the strategy for successful NOC and Technical Support Operations.
  • Training and Development: Continuously train and coach the team to achieve their Key Performance Indicators and keep them motivated.
  • Leadership and Performance Management: Keep a close eye on Support Operations and ensure Quality Assurance and performance goals are met according to the plan. Perform quarterly performance appraisals.
  • Team Culture: Foster a performance-oriented culture within the team by creating positive competition and open learning environments.
  • Process Optimization: Create, implement, and streamline processes related to successful operations of a diverse technical support and network operations function. Implement ITIL framework in the CNOC department.
  • Customer Experience: Transform customer experience by providing proactive, professional, and friendly support operations to customers.
  • Customer Empowerment: Engage with customers during Go-Live Support period, ensure they are properly trained and empowered to get full benefit from Contegris products and solutions.
  • Customer Relationship: Be the first level of escalation for customers, handle support escalations, and resolve them promptly.
  • Collaboration: Partner with Development and Leadership teams to help resolve customer queries that require special attention and share valuable suggestions for improvement. Collaborate with Deployment teams for smooth and efficient onboarding of customers.
  • CSAT & NPS Surveys: Conduct CAST and NPS Surveys actively and suggest corrective actions to leadership.
  • Reporting & Analysis: Analyze support operations for required KPIs, perform continuous performance management, and present analytical reports to leadership on a weekly, monthly, quarterly, and yearly basis.
  • Information Security: Understand and implement Contegris ISMS policy across functions.

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