Technology Operations Lead

About System3

System 3 is a leading IT Managed Services Provider, headed out of New Delhi, India with a Global Presence - catering to Fortune 100 companies to Small and Medium Businesses in India. With it's focus primarily on delivering services, System 3 Delivers Secure Email, Secure Hosting, Network Managment and Monitoring Services, as well as operates a 24x7 Network Operations Center for it's Customers to work and solve issues as they go along.

System3 is an equal opportunity provider with over 3+ Decades of Experience, and a recognition in the Industry that puts it at par with the largest names. With a flat hirearchy in the organisation, System3 gives you a chance to work on your personal and professional development, ensuring growth for you and all our team members.

Position: Operations Lead
Location: New Delhi, India

Job brief

This is a diverse role where you need to manage the Technology Side as well as the Administration Side of the Business, and you become the ears and eyes for everything that happens in the Technology Services Team. You will be responsible for Customer Satisfaction, Team Culture and Success, as well as Ensure that the Business runs efficiently. You are required to have Technology Skills so that you know how the support processes both on customer site, as well as at our network operations center are running efficiently, you will also need Leadership skills to ensure you can get your team to work under stressful and demanding times, all the time ensuring client service level agreements are met.

Primary Roles & Responsibilities

Role & Responsibilities

  • HAndle all Support Management Processes and provide inputs and leadership where required
  • Ensure Team Success as well as Build Culture for Customer First Delivery
  • Handle Call Boards, Call Tickets, Helpdesk and Ensure Tickets and Customer Issues are closed within SLA Parameters
  • Work with Vendors, OEMS and Suppliers to Ensure High avaiblity to Equipment and SErvices
  • Handle all Customer Escalations that your team is unable to and find resolutions to both customer current challenges, and future requirements
  • Maintain Constanct contact with Clients and Stake Holders as well as handle all Interactions, Future Requirements, and work with Design and Sales Team to Deliver Customer Solutions
  • Ensure Day to Day operations run smoothly without any interruptions
  • Provide regular and timely inputs, help with team and process improvement, as well as team expansion where need be.
  • Run Service Audits for Billing Team and Management Teams to ensure Expense and Revenue are in line
  • Organise Meetings and Trainings for Team where Need be
  • Represent Your Team and The Company Brand at Trade Shows

Requirements

  • Proven working experience in providing Help Desk support
  • Outstanding organizational and multitasking abilities
  • Active listener with excellent communication skills
  • Sound judgement and critical thinking
  • Proficiency in English
  • Working knowledge of help desk software (Zoho Desk) and Network Monitoring / Support Desk Software
  • Strong client-facing and communication skills
  • Advanced troubleshooting and multi-tasking skills
  • Customer service orientation
  • Team Management and Leadership Skills
  • BS / Masters degree in Information Technology, Computer Science or equivalent

Interested in Applying to this Job: Please share your CV at jobs@system3.net Reference ID DELHI-TSOPS or WhatsApp Your CV to +91.98110.43821 with Reference ID DELHI-TSOPS