Senior Technical Operations Manager

1 day ago


Baladīyat al Ghuwayrīyah, Qatar Wipro Full time
Technical Lead Job Description


• Oversee and support process by reviewing daily transactions on performance parameters to ensure operational excellence and maintain superior customer service levels.
• Analyze performance dashboard and scores for the team to identify areas for improvement and provide technical support and process guidance.
• Collaborate with the team to develop and implement process improvements, ensuring standard processes and procedures are followed to resolve client queries efficiently.
• Record, track, and document all queries received, problem-solving steps taken, and total successful and unsuccessful resolutions to maintain a knowledge base and improve future performance.
• Ensure client queries are resolved as per the SLA's defined in the contract, maintaining a high level of customer satisfaction.
• Develop and conduct trainings (Triages) within products for production specialists to bridge skill gaps and improve technical knowledge.
• Stay current with product features, changes, and updates by undertaking product trainings and enrolling in product-specific and other trainings as required.
• Identify and document most common problems and recommend appropriate resolutions to the team, promoting knowledge sharing and best practices.
• Participate in self-learning opportunities and maintain personal networks to update job knowledge and stay ahead in the field.

Key Responsibilities:

  • Process Improvement and Support
  • Team Collaboration and Development
  • Client Query Resolution and SLA Management
  • Training and Knowledge Sharing
  • Professional Development and Staying Current

Requirements:
  • Strong technical knowledge and problem-solving skills
  • Excellent communication and collaboration skills
  • Ability to analyze performance data and identify areas for improvement
  • Experience in process improvement and team leadership
  • Strong training and development skills


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