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Operations Manager - Makati

Keywords / Skills : Operations Manager, IT Operations, POS, Point Of Sale, Six Sigma, 6 Sigma, Software Support, Support Delivery Operations

5 - 15 years
Posted: 2019-04-16

Industry
IT/ Computers - Software
Function
IT
Role
Team Leader/ Technical Leader
Posted On
16th Apr 2019
Job Description
Below are some of the key responsiblities:
  • Manage the overall Support Desk operation to ensure continuity of consistent, reliable support services and service delivery that not only meets SLAs but exceeds Client expectations.
  • Oversee the daily operations of the Support Desk (voicemail and emails) and monitor overall open cases and monitor all logged cases to see where further training may be required
  • Mentor the Support Desk Technicians, listening in to their calls and monitoring logged calls to provide skills transfer through knowledge sharing, guidance and assistance
  • Monitor and analyse the Salesforce Support Dashboards statistics to report on Client support issues, Support Desk performance, trends and staff progress and act on issues identified.
  • Liaise with internal IT staff, external vendors, suppliers or contractual partners to ensure that networking, telephony systems and Internet connectivity is operational


Qualifications:
  • At least 5 years experience in a Software Support Desk environment, including experience in user
  • support, service delivery and customer relationship management
  • At least 5 years of experience as an Operations Manager
  • Demonstrated ability in managing support teams and a strong understanding of Support Desk
  • operations and activities
  • Sound understanding of IT industry and the latest technologies
  • Highly strategic and customer-oriented in terms of resolving issues
  • Strong knowledge about root cause analysis
  • Experience in handling a team supporting software / applications and service desk management.
  • Knowledge with POS Systems
  • Candidate must be willing to work in Makati



About Company

EMAPTA is an offshore business solutions company that offers high-quality, low-cost, personalised dedicated offshore staffing solutions to all Australian businesses, bringing them competitive advantage through the efficient and effective use of this platform.
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