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We are seeking a Manager, Technology Operations to join our Level One Production Support team in Bangalore. We are looking for someone with experience managing the 24*7 customer support team. This position requires an individual who can manage a strong IT operations team responsible for maintaining and enhancing a complex system landscape, managing business-critical applications, and supporting cross-functional teams. The successful candidate will have direct ownership of their work and the opportunity to engage with various technologies in a collaborative and fast-paced environment.
This is a pivotal role on the team, overseeing critical systems and ensuring seamless integration and operational efficiency across departments. The role involves working closely with stakeholders and providing ongoing system administration and 24*7 monitoring support. The right candidate should know Java / Tomcat-based Application structures since we support the Application issues customers report.
About you - Skills & Experience
- 7-10 years of experience managing the 24*7 operational Technical Support function that performs Application and Infrastructure Monitoring, Incident Identification, Validation, Remediation, and/or Escalation.
- Leads Team level initiatives, programs, or multiple projects with substantial risk, integration, and complexity; develops the strategy for project execution.
- Ability to drive expected outcomes through broadly defined strategy; acts independently to determine objectives and methods or procedures.
- Ability to solve unique and complex issues affecting the function by applying expertise to innovate and develop offerings/solutions.
- Ability to anticipate significant business issues and changes to drive Short and long-term goals and objectives while considering alternative solutions.
- Experience working on the Public and Private Cloud Infrastructure.
- Develop advanced ideas and guide their development into a final product, program, or process.
- Experience working in the NOC/SOC or other relevant IT departments.
- Experience working on Linux, Windows servers, Network equipment, etc.
- Working proficiency in various tools such as ServiceNow, Jira, Salesforce, Centreon, Datadog, Zabbix, Pingdom, etc.
- Strong customer service orientation and the ability to communicate effectively with internal and external stakeholders.
It would be great if you have
- ITIL V3/V4 Foundation Certification, Public and Private Cloud Certifications.
- ISO 20000 (IT Service Management Standard)
- Prior experience working with ServiceNow, Datadog, and Zabbix is a plus.
What would you be doing in the role
- Oversee and manage the first-level technical support team for the Clarivate applications and infrastructure.
- Ensures 24*7 Monitoring of Clarivate Applications, provides cross-platform support, performs maintenance activities & Automation.
- Be a leader who supports Clarivate Internal and External Customers and Processes.
- Ensure compliance with SOC and NOC activities and monitoring standards.
- Partner with third-party vendors and integrators to ensure effective solutions and support.
- Review the SOPs and ensure they are up to date.
- Identify opportunities to automate workflows and process enhancements.
- Assist users with technical inquiries and maintain up-to-date system documentation.
- Conduct regular evaluations, provide feedback, and recognize high performers.
- Ensure adequate staffing and rotation to cover 24x7 operations efficiently.
- Address risks, maintain engagement, and create a positive work environment for a high-pressure 24x7 team.
- Track and improve MTTR (Mean Time to Restore), MTTA (Mean Time to Acknowledge), FCR (First Call Resolution), and SLA Adherence.
- Minimize service disruptions caused by planned/unplanned changes.
- Drive self-service capabilities to reduce L1 ticket load.
Daily Responsibilities
- Team Management, Monitoring & Technical Support: 50%
- Operational Management, Process Adherence, Cross-Functional Team & Vendor Coordination: 30%
- Process Enhancement and Automation: 20%
At Clarivate, we are committed to providing equal employment opportunities for all persons with respect to hiring, compensation, promotion, training, and other terms, conditions, and privileges of employment. We comply with applicable laws and regulations governing non-discrimination in all locations.
