Technical Operations Manager

Key Responsibilities :

1. Technical Support and Service Management

· Oversee technical support teams to ensure timely resolution of system issues affecting academic and administrative services.

· Develop and enforce technical support policies, workflows and service-level agreements (SLAs)

· Ensure seamless software deployment, troubleshooting and client assistance

2. Infrastructure and System Management

· Manage IT infrastructure, ensuring uptime, security and system performance

· Oversee system maintenance, upgrades and patches to enhance operational efficiency

· Ensure the availability and reliability of technical support tools and systems

3. Collaboration and Cross Team Coordination

· Work closely with the Development Team Lead to ensure software solutions are deployed smoothly

· Collaborate with the Product Manager to align technical support processes with product roadmaps and updates

· Coordinate with the Quality Assurance Team Lead to address system bugs and ensure high-quality releases

4. Process Improvement and Quality Assurance

· Continuously evaluate and improve technical support processes for efficiency and effectiveness

· Implement best practices for troubleshooting and problem resolution

· Monitor client feedback to identify areas for technical service enhancement

5. Training and Team Development

· Mentor and train technical support staff on troubleshooting, customer service and system knowledge

· Conduct knowledge-sharing sessions on software updates and new technologies

· Ensure technical teams stay up to date with the lates tools, trends and certifications

6. Reporting and Performance Monitoring

· Track key performance indicators (KPIs) such as ticket resolution time, system uptime and client satisfaction

· Generate reports for the COO on technical operations, team performance and recurring issues

· Identify areas for cost optimization and process streamlining within technical operations

Qualification :

· Bachelor’s Degree in Computer Science, Information Technology or other related courses

· With atleast 3-5 years experience in technical roles including 2-3 years in management or leadership position

· Proven experience in leading cross-functional tech teams, managing infrastructure, overseeing SLAs, KPIs and system performance, operational planning, crisis management and incident response

· With strong communication and leadership, analytical thinking and decision-making skills

· Skilled in leading collaborative teams and providing mentorship, while maintaining composure and delivering effective solutions under tight deadlines