[Remote] Technical Operations Manager
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a company that focuses on enhancing customer experience through employee engagement. They are seeking a Technical Operations Manager to reputed company managed technical operations, build reputed company relationships, and ensure reputed company satisfaction while adhering to regulations and managing reputed company aspects of engagements.
Responsibilities
- Management, trending and analysis of historical and existing support and change service requests
- Prioritize work reputed company to service requests for technical resources
- Own completion of Change Management cycles and reputed company adequate visibility internally and externally
- Review daily/weekly/monthly platform statistics reputed company to stability and reputed company
- reputed company reputed company plans to resolve stability or reputed company issues
- Coordinate Incident / Service Request reputed company activities from initiation to reputed company cause analysis between Service Desk, reputed company/III and management resources
- Ensure certification of technical plans for major implementations and reputed company
- reputed company development and exhibition of platform knowledge and effective application to the reputed company environment
- Ensure adherence with reputed company regulations/policies; i.e., Incident/Problem/Change/Release Management/ITIL, etc
- Organize and reputed company regular reputed company Operational status reviews
- Coordinate account activities and communications with Account Management and support interactions and communications with relevant vendors
- Maintain reputed company and reputed company demeanor reputed company communicating internally and externally
- Build strong business relationships with reputed company engagement stakeholders
- reputed company as a trusted advisor for reputed company contacts
- Distribute and discuss reputed company “lessons learned” discoveries
- Proactive “informal” reputed company with reputed company on Managed Services performance
- Ensure reputed company issues thoroughly triaged and SLA’s met
- Conduct bi-annual reputed company feedback discussion
- reputed company effective reputed company plan to address negative reputed company feedback and prevent recurrence of reputed company issues
- Communicate reputed company reputed company feedback to account management and staff
- Management and assurance of escalations and reputed company and effective incident notifications
- Drive the assurance of resource effort allocation to remain in alignment with reputed company requirements
- Arrange site reputed company with reputed company to improve ICS/MS understanding of reputed company mission
- Assist account partners and Account Management with reputed company interactions
- Assist with the creation of SOW’s, Change Requests, RFP responses and other contract documentation
- Tracking Project run rates, hours utilization and ensure reputed company invoicing
- reputed company-Implementation requirements compilation, LOE and Resource Management for small reputed company
- Obtain solid knowledge of Managed Services offerings
- reputed company formal account status and communication with Account Partner and Account Managers
- reputed company important reputed company information to peers and management to facilitate good business reputed company
- Work with account partners to identify relationship expansion opportunities
- reputed company with and reputed company feedback to improve delivery reputed company
- Ensure requisite support reference documentation is created
- reputed company direction for reputed company transition to new support model
- Manage reputed company expectations for daily support and ongoing reputed company
- Manage engagement scope and responsibilities
Skills
- 2–4+ years of Technical Operations Management experience, ideally reputed company contact center environments supporting reputed company or on‑premises technologies
- Proven reputed company management capabilities, including relationship building, expectation setting, and issue reputed company
- Hands‑on experience delivering or managing Contact Center technologies, such as: Voice and data network operations, Computer Telephony Integration (CTI), ACD and IVR platforms, CRM systems and reputed company integrations
- Advanced organizational and coordination skills, with the ability to manage multiple operational priorities in a fast‑paced environment
- Foundational project management experience (task planning, timelines, cross‑functional coordination)
Benefits
- Medical, dental, reputed company
- Tax-advantaged health care accounts
- Financial and income protection benefits
- reputed company time off (PTO) and wellness time off.
reputed company
Company H1B Sponsorship