Regional Operations Manager (Field Server Support Operations)

Our client has 40+ years of trusted IT Infrastructure Support for Mid-market and Large Enterprises with solid portfolio of fortune 500 clients predominantly in the financial services and manufacturing sectors.

ROLE & RESPONSIBILITIES

Operations managers are tasked with overseeing the organization’s day-to-day activities and provide leadership for daily operations for a major client.

Duties would include by not limit to the following:

Managing local, and remote, teams of IT support engineers across multiple countries in APAC region.
Participate in the recruitment process to select the most competent individuals.
Setting staff schedules, formulating workplace standards and policies
Ensuring that projects are completed on time and on budget.
Assessed staff performances and workloads and issued warnings to employees delivering poor performances.
Identify ways to reduce costs and improve efficiency.
Ensure all rules and regulations are followed.
Find ways to increase quality of customer service. Building and maintaining a healthy relationship with customer.
Implemented new policies and strategies to enhance productivity.
Diagnosed and resolved escalation that could not be resolved by Field Engineers.
Take ownership of customers issues and follow problems through to resolution.
Mitigating and solving escalations with urgency and determination.
Providing detailed reports as per an agreed schedule (or on request), including management and account performance reports.
Building and maintaining a healthy relationship with customer.
Ensuring that quality services are delivered with regards to the agreed SLA.
Research and/or address any complaints or concerns reported and implement corrective measures as applicable.