Leads IT support operations and service delivery across multiple projects. Manages service tickets, incident triage, escalations, SLAs, ITIL processes, operational metrics, customer communications, service reviews, documentation, process improvements, and L1-L3 support teams. Oversees resource planning, workload management, mentoring, and resolution of critical production issues.
About Conneqtion
Conneqtion Group is a trusted Oracle Cloud Infrastructure (OCI) & Oracle SaaS Implementation Partner, dedicated to helping businesses implement cutting-edge digital solutions in ERP, AI & Analytics. With a strong presence in EMEA, APAC and NA, our consulting and services firm specializes in Oracle technologies. Our experienced team excels in Oracle Cloud implementation, utilizing the OUM methodology to deliver innovative transformations for our clients. Conneqtion Group has successfully provided Oracle professional services to over 50 SMEs and large-scale enterprises, driving efficiency and growth through tailored digital solutions. At Conneqtion Group, we harness innovation to bring about meaningful change for our clients, ensuring their systems are optimized for peak performance and future growth.
About the Role
We are looking for an experienced Operations Manager to lead our IT support operations and ensure smooth delivery of services across multiple projects. The ideal candidate should have a strong understanding of IT service management, experience handling support teams, and the ability to drive operational excellence while maintaining high customer satisfaction.
This role requires someone who can effectively manage incidents, coordinate with L1, L2, and L3 support teams, monitor service performance, and ensure support activities are aligned with business and customer expectations.
Key Responsibilities
- Manage day-to-day IT operations and support delivery, ensuring services are delivered within agreed SLAs.
- Monitor and manage service tickets, ensuring timely assignment, tracking, escalation, and closure.
- Coordinate incident triage and allocate tickets to the appropriate L1, L2, or L3 support teams based on priority and complexity.
- Act as the escalation point for critical production issues and drive them to resolution.
- Ensure Incident, Problem, and Change Management processes are followed in line with ITIL best practices.
- Review operational metrics such as SLA compliance, ticket backlog, aging, MTTR, and customer satisfaction, and take corrective actions wherever required.
- Work closely with customers, internal stakeholders, and technical teams to ensure smooth communication and service delivery.
- Conduct regular service review meetings and share operational reports and improvement plans.
- Identify process improvement and automation opportunities to enhance operational efficiency.
- Maintain operational documentation, knowledge articles, and support procedures.
- Lead, mentor, and support L1, L2, and L3 teams, ensuring effective collaboration and continuous skill development.
- Participate in resource planning and workload management to ensure optimal team utilization.
Required Skills
- 5+ years of experience in IT Operations, Service Delivery, or Application Support.
- Strong understanding of the ITIL framework (Mandatory).
- Hands-on experience in managing service tickets and ITSM processes.
- Experience working with Incident, Problem, and Change Management.
- Good understanding of ticket assignment, incident triage, and coordination between L1, L2, and L3 support teams.
- Experience with ITSM tools such as ServiceNow, Jira, or similar platforms.
- Strong analytical, communication, and stakeholder management skills.
- Ability to manage multiple priorities in a fast-paced support environment.
Preferred Qualifications
- Bachelor's degree in Engineering, Computer Science, Information Technology, or a related field.
- ITIL Foundation or higher certification (Good to Have).
- Experience in Managed Services or enterprise application support will be an added advantage.
Conneqtion’s Diversity & Inclusion Statement
At Conneqtion, diversity and inclusion are at the heart of our culture. As an equal opportunity employer, we take pride in fostering a workplace where everyone is valued and respected. Our DEI initiative is dedicated to promoting equality, embracing diversity, and creating an inclusive environment for all. We believe that a diverse workforce drives innovation and success, encouraging applicants from all backgrounds, including different races, ethnicities, religions, genders, sexual orientations, abilities, and experiences. To empower our global team, we offer flexible work arrangements, mentorship, career mobility, and continuous learning opportunities. At Conneqtion, employment decisions are based on merit, ensuring a fair and inclusive hiring process for all.
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