Ops Manager ,Voice Platform and Customer Service Solutions
On-site · Chennai, Tamil Nadu, India
Job Summary
Ops Manager for Voice Platform and Customer Service Solutions at KONE leads Operations engineers, collaborates across product teams, and ensures continuous availability of deployed products with defined quality targets. Responsible for CMDB-based service design, ITSM compliance, incident and request management, root cause analysis, documentation and end-user training, and coordination with service providers and vendors to deliver a harmonized user experience. Drives proactive operational improvements, recovery capabilities, and reporting on performance, cybersecurity, and cost optimization. Requires extensive IT service management experience, cloud applications knowledge, ITIL and DevOps familiarity, strong cross-functional collaboration, and experience in SIAM and supplier/contract management, with a university-level degree or equivalent.
Required Qualifications
- Minimum 10 years’ experience in IT service management
- Strong experience of working with business applications on cloud technologies
- Strong knowledge of ITIL and understanding with DevOps ways of working
- Skilled at operating in global environments, driving alignment, and delivering impactful results across interconnected systems
- Strong communication and interpersonal skills supporting good relationship building with business stakeholders and peers
- Hands-on experience in service performance and quality management, as well as their reporting practices
- Experience with Service Integration and Management (SIAM) practices
- Experience in supplier and contract management
- Familiarity with Call Center and Telecom functionalities/workflows would be added advantage
- Agile and Lean methods understanding
- Familiarity with product management practices
- Excellent collaboration skills and ability to work as part of a team or independently
- Experience in working in an international environment with stakeholders and teams distributed globally
- University level degree or equivalent
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