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Manager (Technical Services) - IT/Software
Manager (Technical Services) - IT/Software
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Manager (Technical Services) - IT/Software

Agency job
via Merito
10 - 15 yrs
₹20L - ₹22L / yr
Gurugram
Skills
Service delivery management
Project delivery
Escalation management
Incident management
ITSM
IT service management
IT operations
Global Customer Support
We are looking for a Manager - Technical Services for one of the leading IT product based companies in Delhi.
 
Role - Technical Services Manager
Experience - 10+ years
Location - Gurgaon, Delhi
 
About our client :

Our client is an integrated workforce management software platform offering intelligent automation for daily work orders management, Housekeeping activities, facility maintenance, scheduling & labour management, and time & attendance purpose built for the hospitality market and other dynamic scheduling environment.

We support hotels, restaurants, casinos, and more with our innovative web-based and mobile software suite. Some of the chains they work with include Hilton, Rosewood, Shangri La, Accor, IHG, Hoxton, Corinthia, Oetker Collection etc. They are a small but growing team, and you'll have opportunities to express yourself and make meaningful contributions to our products and the company.

About the job :
Responsible for successful onboarding of client and manage post-onboarding issues to ensure seamless customer experience.

What will you do?

- Lead the technical services team of 9-10 consultants who are responsible for Setting up Customer Accounts/Interfaces
- Create and execute project plans based on different customer/product combinations and define milestones, checklists and deliverables for projects
- Publish the project dashboards and reports to internal stakeholders and management team at defined intervals
- Work across various internal teams (Partner Success, Operations, Product Management, Infrastructure etc.), on-site/external team (IT department, vendors etc.) and working working with other technology providers to create seamless interfaces and ensure successful completion of technical assignments
- Flag any technical issues in time and work with stakeholders to ensure timely resolution and communication to the clients
- Perform project audits for newly implemented properties and identify gaps, if any
- Build and lead a cohesive and high performing team.

We are looking for :

- B. Tech or equivalent degree in computer science.

- Total experience of 10+ years with at least 3 years leading a team serving customers globally.

- Industry experience of working in similar IT services/product companies with. B2B experience preferred.

- In-depth knowledge of Windows servers and strong Windows Administration skills

- Thorough understanding of IT hardware and software systems (Networking, Servers, Databases, firewalls, Active Directory, Proxies, Security, Cloud systems etc.)

- Strong experience of working in cloud services (AWS preferred)

- Working knowledge of interfaces and integrations of systems.

- Good understanding of Internet-based technologies including DNS, Security, IP Routing,- SSH, FTP, HTTP/HTTPS, Email Routing, etc.

- Strong time management and organizational skills, detail-oriented and takes initiative to tackle challenges

- Committed to working collaboratively with highly diverse teams, and many different types of people

- Experience of working in hotel technologies will be an added advantage.

Our Client's experience :

- The physical, mental, emotional and financial health of our people is something we always care about.
- This is a place to learn and grow. We're committed to your development - both professionally and personally.
- Your experience with us is something we take seriously.

Our Client offers (of course, in addition to your compensation) :

- Health insurance
- Paid time off
- A flexible working environment meaning we strike the balance of what you need and what works for the business
- A hybrid approach to the future of work
- Parental leave
- Professional development assistance
- Referral program
Read more
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Subodh Popalwar

Software Engineer, Memorres
For 2 years, I had trouble finding a company with good work culture and a role that will help me grow in my career. Soon after I started using Cutshort, I had access to information about the work culture, compensation and what each company was clearly offering.
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CloudBees was founded in 2010 and is backed by Goldman Sachs, Morgan Stanley, Bridgepoint Credit, HSBC, Golub Capital, Delta-v Capital, Matrix Partners, and Lightspeed Venture Partners. Visit http://www.cloudbees.com/">www.cloudbees.com and follow us on https://twitter.com/CloudBees?s=20">Twitter, http://www.linkedin.com/company/cloudbees">LinkedIn, and https://www.facebook.com/CloudBees">Facebook.


RESPONSIBILITIES:

  • Monitor and triage IT Helpdesk requests through the Ticketing system and escalation Slack Channel and Emails
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  • Prepare and ship computers to all users based on company standard policy
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  • Collaborate with Engineering Operations, and security teams to coordinate on IT policies to make effective business decisions
  • Design, plan and implement systems automation as required for better efficiency to support team projects
  • Accurately record transactions and processes using a designated tracking software
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  • Develop, deploy and maintain system monitoring to enhance and scale the quality of IT support
  • Develop, deploy and maintain the automation and user life cycle workflow
  • Provides implementation and post-implementation triage and support of business software solutions by programming and/or configuring enhancements to new or packaged-based systems and applications.
  • Leads systems' incident support and troubleshooting for complex and non-complex issues.
  • Practices self-development and promotes learning in others by proactively providing information, resources, advice, and expertise with coworkers and customers; 
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  • Completes work assignments and supports business-specific projects by applying expertise in the subject area; 
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  • Develops and executes unit testing to identify application errors and ensure software solutions meet functional specifications.
  • Develops, configures, or modifies basic to moderately complex integrated business application solutions by designing and coding component-based applications using programming languages.


REQUIREMENTS:

  • Strong customer service skills including verbal and written communications; customer-focused with the ability to effectively communicate with management, co-workers, and customers.
  • Experience administering SaaS applications like Google workspace, Atlassian, Okta, Slack
  • Hands-on experience working and supporting Mac and Windows OS
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  • Superior time management skills including a sense of urgency and proactive approach.
  • Capable to manage multiple tasks/ projects simultaneously
  • Excellent analytical and problem-solving skills.
  • Demonstrated ability to work independently and in a team environment.
  • Self-motivated to research resolutions to technical issues independently and learn new technologies with limited guidance
  • Familiar with SSO/SAML, SCIM, 2FA, and Oauth flows
  • Experience with API integrations
  • Flexibility to work during the holidays and an on-call rotation


PROFESSIONAL BACKGROUND / SKILLS:

  • Bachelor's degree in Computer Science or related degree or related experience required.
  • CompTIA A+ certification a plus
  • 6+ years of relevant technical experience in a Help Desk, System Admin, or Desktop Support role
  • Strong Knowledge of Google Suite, Atlassian, and Okta administration
  • Strong Knowledge of scripting languages (Python, Google Script, etc)
  • Strong computer aptitude and understanding of IT concepts, operating systems, business applications, and network systems.
  • Experience in software development and knowledge of scripting languages.
  • Strong ability to evaluate the impact of new needs, as well as associated applications, systems, and processes
  • Strong ability to work both individually and in a team environment



At CloudBees, we truly believe that the more diverse we are, the better we serve our customers.  A global community like Jenkins demands a global focus from CloudBees. Organizations with greater diversity—gender, racial, ethnic, and global—are stronger partners to their customers.  Whether by creating more innovative products, or better understanding our worldwide customers, or establishing a stronger cross-section of cultural leadership skills, diversity strengthens all aspects of the CloudBees organization.

In the technology industry, diversity creates a competitive advantage.  CloudBees customers demand technologies from us that solve their software development, and therefore their business problems, so that they can better serve their own customers.  CloudBees attributes much of its success to its worldwide work force and commitment to global diversity, which opens our proprietary software to innovative ideas from anywhere. Along the way, we have witnessed firsthand how employees, partners, and customers with diverse perspectives and experiences contribute to creative problem solving and better solutions for our customers and their businesses.

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Subodh Popalwar's profile image

Subodh Popalwar

Software Engineer, Memorres
For 2 years, I had trouble finding a company with good work culture and a role that will help me grow in my career. Soon after I started using Cutshort, I had access to information about the work culture, compensation and what each company was clearly offering.
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