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Technical Operations Manager

Keywords / Skills : Technical Manager, Technology Manager, Technical Project Manager, Technical Lead, Development Manager, Tech Manager, Technical Operations Head, IT Manager, IT Head, Infrastructure Manager, Customer Support Manager

5 - 15 years
Posted: 2018-06-14

Philippines (Candidates authorized to work in the above mention countries are also eligible to apply)
IT/ Computers - Hardware
IT/ Computers - Software
Team Leader/ Technical Leader
Project Management
System Analyst/ Tech Architect
Other Information Technology
Posted On
14th Jun 2018
Job Description
Key expectations of the Technical Operations Manager include:
  • Manage the day-to-day operations 
  • Propose, drive, and implement initiatives within the support organization to maximize the innovative and delivery experience. 
  • Drive continuous technical improvement within operations 
  • Prime both proactive and reactive customer engagements. 
  • Direct supervision of Project day-to-day activities. 
  • Maximize revenue generation to reach long and short term financial projects (i.e. data collection for billable/non-billable hours, forecasting, budgeting, etc.) 
  • Manage technical service-related operations, identity potential problems, technical gaps, and other obstacles with trouble shooting and problem solving 
  • Collaborates closely with senior management to ensure product roadmaps align with market needs and business goals. 
  • Works closely with Sales that will be providing regular forecast. 
  • Translates new product ideas into strategies, identifies resources to achieve goals, develop processes and technologies and products to completion to reach product goals. 
  • Delegate technical responsibilities and monitor progress of projects. 
  • Ensure project resources have the correct toolsets and processes in place. 
  • Ability to juggle different projects/priorities. 
  • Collate qualitative and quantitative information on project performance. 
  • Ensure a process of notification or escalations is in place to report on both underspend and potential overspend with the appropriate approvals sought for either situation 
  • Run regular project reviews and report to his manager. 
  • Ensure risks, issues and dependencies are being recorded, monitored and proactively managed. 
  • Autonomy in his decision, regular reporting to his Manager. 
  • Ability to be flexible by adapting quickly to changing priorities 
  • Ability to manage conflicts 
  • Strong verbal/written communication skills 
  • Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance 
  • Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching 
  • Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner 
  • Participate in cross functional meetings to review information received from operational support functions to define action plans that resolve issues and drive continuous improvement 
  • Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and make adjustments to meet changing requirements 
  • Other duties as assigned. 

Basic Requirements
  • 10+ years progressive leadership experience within the information technology industry 
  • 5+yrs experience managing technical teams with significant personnel management experience and examples (developing engineers into managers, managing out poor performers, building teams). 
  • Direct customer support experience, preferably at the executive and C-level. 
  • Data and metrics driven focus, both qualitative and quantitative. 
  • Persuasive communication, both verbal and written. 
  • Strong analytical background, comfortable in ambiguous situations. 
  • Bachelor’s degree in Information Science / Information Technology, Computer Science, Engineering, Mathematics, Physics, or a related field, or equivalent work experience 

About Company

An Emerging IT Services Company headquartered in Malaysia and with operations in 9 offices across 8 countries.

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