Gigmo Solutions

Operations

• Creating strategies with senior management and develop policies that will correlate with the organization goal.
• implementing effective processes and standards.
• Work in collaboration with subordinate and senior management levels involving negotiations and influencing on significant matters.
• You are required to manage team operations, create new solutions, leveraging and, where needed, adapting existing methods and procedures
• You are required to understand the strategic direction set by senior management, clearly communicate team goals, deliverables, and keep the team updated on change
• You will be responsible for providing guidance to our in-house Management Trainee
• Should keep a close track of the NSAT Scores and the productivity of the team members
• You are required to induct new joiners i.e Engineers and Team Leader about the technical support process.
• Responsible for management of critical and complex changes wherever applicable
• Initiate and drive continuous service improvement plans.
• Identification and communication of potential risks and dependencies in timely manner to stake holders
• Responsible for Performance management, career development and retention of the team members
• Should have an innovative and transformational mindset to identify opportunities to optimize processes

Operations Manager

Full-stack Engineer

• Responsible for overseeing the daily operations of technical support engineers providing Microsoft M365 support to business customers of a large global software house
• Act as a mentor and provide oversight, coaching, and training to technical support engineers and be the point of contact when it comes to technical escalations
• Record and track team SLAs and workflows and provide support where needed for both internal and external customers
• Manage and report on all incoming technical support inquiries
• Assist in the creation of the team KPIs as well as monitor and report on results
• Be actively involved with the operational delivery keeping a close track of the NSAT Scores and the productivity of the team members
• Monitor team performance and report on metrics
• Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner
• Review all technical support related processes and documentation for continuous improvement
• Provide timely feedback to team members and resolve issues
• Create an open communication culture and an inspiring team environment
• Lead by Example in professionalism, Communication, and technical Expertise.

Technical Lead – Microsoft M365

IT Support

• Provide first-level technical support for hardware, software, and network issues.
• Respond to user queries via phone, email, or ticketing system.
• Install, configure, and maintain desktops, laptops, printers, and other IT equipment.
• Troubleshoot system and network problems; diagnose and resolve hardware/software faults.
• Support installation and configuration of operating systems, applications, and updates.
• Monitor and maintain computer systems, networks, and IT infrastructure.
• Set up new user accounts, email IDs, and access permissions.
• Ensure data backup, antivirus updates, and system security compliance.
• Maintain records of IT assets, maintenance logs, and ticket resolution.
• Assist with onboarding IT setup for new employees.
• Provide remote support when required.

Operations Manager

Technical Lead – Microsoft M365

IT Support Associate