We are looking for an Operations Manager to hold a strategic role in our company, overseeing the distribution of resources throughout Tek Experts. This role is accountable for monitoring and achieving all performance targets and ensuring we strategically meet all SLAs agreed upon with our clients globally.
The Azure Platform Technical Support (APTS) team provides world-class technical support to Microsoft commercial and enterprise clients, focusing on the Azure cloud infrastructure. This experienced technical team supports multiple products within the Microsoft portfolio, including networking, virtualization, app development, authentication, backup, and recovery. You’ll work as part of a highly collaborative team to solve intermediate and complex technical problems for medium and large companies.
Responsibilities
- Ensure that all targets and SLAs are met at a global level.
- Deliver the business plan, aligning customer and Tek ExExperts’trategy while maximizing operational excellence.
- Establish and monitor operational processes to meet or exceed customer expectations and ensure high customer satisfaction.
- Implement process improvements, including change management, to enhance client performance or reduce company costs.
- Ensure the right balance of resources to maintain service delivery within agreed-upon budgets.
- Drive business strategy for your site to maximize operational excellence through the overall organizational process.
- Implement operational processes to successfully manage site activities and seek cost-effective solutions to improve strategic and tactical operations.
- Coach, mentor, and inspire the first-line management team to live the Tek Experts values, achieve high employee engagement, work with people, structure teams, and evaluate team performance. Lead resource planning processes that grow internal talent and create contingencies for short-term capacity gaps.
- Develop and implement KPIs to measure effectiveness and ensure business goals are met.
- Build managerial capability within the management team and pipeline related to the employee lifecycle.
Qualifications
- You’re technically proficient and have higher education classwork in IT or technical work or experience with enterprise support.
- You love technology, understand it, and are adept at using it.
- You’re proficient in both written and oral English.
- You enjoy solving complex technical issues.
- You’re customer-obsessed, take the initiative, and exceed expectations.
- 5 – 10 years of experience in technical support, software support, IT operations, or infrastructure services are required, with at least three years of managing teams.
- A bachelor’s or master’s degree in business administration, projects, economics, or a related field is preferred.
- Experience in supporting cloud-based technologies is helpful.
- An excellent understanding of technology-based environments and solutions is required.
- Certification in MS Azure, MCSE, CCNP, Linux, and/or the core team technologies is preferred.
- Vital organizational, planning, leadership, and management skills are required to motivate and develop employees.
Location: Lagos, Nigeria.
For More Information: OPERATIONS MANAGER
