Technical Operations Manager

Role & responsibilities

• End to end project support activities.
• Manage the support and maintenance of software application, including troubleshooting issues, implementing updates, and coordinating with relevant development team and client team for technical support,
• Lead a team of application support engineers, assigning tasks to manage daily operational activities,
• Daily, Weekly, Monthly activity tracker maintenance, as well as reporting to customer.
• Help support engineer as and when required from technical perspective,
• Communicate with business stakeholders to gather requirements, and address any issues or concerns,
• Understand customers security compliance requirements and analyse the hardening policies provided by the customer,
• Submit the analysis report to development team to incorporate any new control point identified in the customers hardening policy,
• Explain the customer requirements to the development team from the enhancement, hardening policy changes, bugs perspective,
• Respond to the customer queries by providing satisfactory information,
• Assist vendor teams in various client discussions,
• Perform PoCs as and when required (for new requirements, if any.),
• Co-ordinate between support engineer and development team, if required
• Prepare business requirement specification for new major requirements of the customer and submit to the development team,
• Discuss any new requirement to be added in the tool with ARCON Product and development team,
• Prepare documents like technical proposals, HLD’s, etc. as and when required,
• Help development team to understand Information security and infrastructure perspective of any requirement or change that needs to be introduced in the tool,
• Handle escalations.
• Taking the scan report periodically and identifying the point of failure.
• Sorting and creating separate error wise files for Vendors and sending correct error to correct set of people.
• Calling these vendors and sending them every day new list of failed assets with reasons.
• Following up with Client management on the escalations made to vendors. Meeting them in person and getting them to push vendors.
• Getting into troubleshooting calls with vendor, driving the call with vendor in an organised way and getting our engineer to scan and share result after changes are done by vendor.
• Assigning the daily tasks to the team based on their availability.
• Publishing daily report, sending notification before upgrade activity, sending MoMs post Vendor Call.
• Sampling of some common errors and finding reasons of failure by logging in manually and executing scripts.
• Constantly pushing the team and getting them to find ways to fix the issues on our own by checking the logs.
• Trying to find ways to automat using Powershell script to get the changes done faster over command line than manually entering the policy editor etc.
• Resolving conflicts between multiple teams and members.
• Escalations to Client IT security team for not getting the adequate resources such as RDP access of our instance etc.

Expected Skills & Experience

• Understanding of information security,
• Understanding of Infrastructure technology including networking and security devices like firewall, etc.,
• Basic knowledge of SQL Queries
• Basic understanding of PowerShell and BASH scripting,
• Leadership qualities such as taking ownership and accountability.
• Technical documentation skills,
• Client handling experience from the Operations management perspective,
• Hands on deployment experience of software,
• Good communication skill,
• Good grasping skill to understand client’s requirement and respond accordingly,
• Basic development skills to understand the code and the logic which is implemented or is to be implemented,
• Basic understanding of Database management and queries.

Preferred candidate profile