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IT Services- Operation Manager

Job Title: IT Services- Operation Manager
Contract Type: Permanent
Location: Tokyo, Japan
Industry:
IT
Salary: 8000000 - 12000000
Reference: 10369
Contact Name: Vinod Kumar
Job Published: June 21, 2018 09:00

Job Description

Company Information

Our Client is recognized as a leader in software product development by independent research agencies. Headquartered in the United States, Company employs over 15,000+ IT professionals, servicing clients worldwide utilizing its award-winning global delivery platform, and its locations in over 20 countries. The company was ranked by Forbes as among the top 25 Fastest-Growing Tech Companies.

Individuality is key and the company is driven by motivated people with desire to grow, as they do not believe in micro-management.

They are interested in individuals who want to grow, develop, innovate and learn.

Responsibilities

  • Able to run a business organization
  • Proven track record of project and program management, as well as organization unit management
  • Effectively resolve escalations and have excellent customer communication skills
  • Serve as a business partner on customer and operational initiatives
  • Lead support service operation
  • Own business KPI’s and drive action to achieve them
  • Ensure staffing/productive hours targets are met
  • Drive employee engagement and satisfaction
  • Administer finances of the operation
  • Act as the main point of contact for the management team

Required skills

  • 5+ years’ at least in a Developer, SysAdmin, DevOps, role managing complex environments
  • Experience managing multiple clients in IT services area.
  • Capable to manage more than 50 resources team.
  • Self-motivated, self-driven and capable to understand team needs.
  • Proactive and capable to manage resources issues in day to day.
  • Proven experience managing customer, escalations, contracts, rotation, etc.
  • Excellent ability to identify specific customer needs and drive closure to identified customer issues.
  • Excellent ability to build a strong team environment.
  • Able to coach and mentor others on understanding the customer and identifying specific needs.
  • ITIL Foundation certification (v3 or higher).
  • Supervise and assist help support engineers to ensure they respond to inbound calls and tickets in an efficient and timely manner.
  • Be creative and mature with a “can do”, proactive attitude and an ability to continuously “scan” the environment, identifying and taking advantage of opportunities for improvement.
  • Detailed oriented, capable of investigating escalated incidents and requests, communicate professionally in a timely manner, with the ability to adapt and learn new skills quickly.
  • Capable to create unambiguous and high-quality deliverables.
  • Experience managing human factor and delivery complexity without impacts.
  • Capable to generate realistic mid and long-term roles.
  • Manages constant changes and effectively deploy new services.