Technical Operations Manager, Senior Technical Operations Manager

Summary

Join IDMWORKS, an award-winning IAM solutions firm, and become an integral member of a close-knit team. As a key player, you will manage and mentor a team, providing real-time resolution to customer issues, gathering enhancement requests, and ensuring high customer satisfaction. You will also handle escalations, prepare status reports, and participate in pre-sales activities. The role requires strong communication, technical documentation skills, and the ability to work effectively in a team environment. IDMWORKS has a strong commitment to remote work and fostering a positive work environment.

Responsibilities

• Respond to escalated client support calls for managed services, as needed
• Provide real-time resolution on a wide range of technical and non-technical customer issues (with SLA)
• Gather requirements from customers for enhancement requests
• Manage team to perform day-to-day operations and mentor them to enhance their skills
• Effectively communicate and manage customer engagement
• Actively drive priority-1 and priority-2 incidents towards resolution and monitor problem management
• Handle level-1 and level-2 escalations from customers
• Prepare periodic status reports and drive periodic calls with customer
• Drive towards a high CSAT rating
• Assess knowledge of existing implementation and guide the team in building a knowledge repository
• Participate in pre-sales activities and assist the sales team
• Ensure learning and skill enhancements for each team member by guiding and mentoring
• Periodically perform audits to ensure policies and procedures are followed
• Share best practices with the team and encourage adherence to processes
• Communicate status including timely reporting and escalation of issues and risks
• Possess excellent interpersonal, written, and oral communication skills
• Ability to work in a team setting and multi-tasking environment
• Author technical documentation
• Perform other duties as assigned