Operations Manager

Job Description:

•  Any Graduate/ diploma in engineering with ITIL knowhow.
• 4-6 years of experience in project operations management.
• Server Administrator Knowledge
• Good interpersonal skills, team management.
• Willing to work on Weekend and Holidays, specific to D-Mart service window
• Vendor escalation management, vendor reviews, MIS for services etc.
• 1^st level of escalation for the project.
• Capable of handling large teams and able to interact with cross functions within and outside CMS to get the work executed.
• Training plan to be shared every month based on the requirement, Training tracker to be created and published - Trainings provided.
• Willing to work for 12*7 shifts (including Holidays)
• L-1 Technical support to Cluster/Field Engineer
• Responsible for SLA adherence
• Creation of knowledge base on frequently asked questions to aid the users of the Avenue Supermarts Ltd infrastructure.
• Daily / Weekly / Monthly reporting of the ticket dump, along with analysis for identifying improvement areas, or for further discussions with Avenue Supermarts Ltd IT team on high priority, high volume or any other form of tickets
• Daily review of pending tickets during and after each shift, reassign and drive nil pending beyond agreed SLAs
• Keep track of all severity tickets and review SLA every day for compliance
• Enable team and yourself for remote resolution of tickets.
• Maintenance and Updating of trackers for various activities / Activities being done
• Interaction with multiple stakeholders inside & outside the organization.
• Responsible for Pending tickets >5 days to review with respective owners
• Shift Roster preparation of all teams – RIM, SD, and Cluster Engineers.