Operations Manager at Fortive

Bengaluru, karnataka, India -

Full Time

Start Date

Immediate

Expiry Date

17 Mar, 26

Salary

0.0

Posted On

17 Dec, 25

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Application Support, Service Delivery, Technical Operations, Help Desk Systems, Zendesk, ServiceNow, Jira Service Management, Leadership, Communication, Customer-Centric Mindset, ITIL Practices, Incident Management, Process Automation, Workflow Optimization, Product Improvements, Knowledge Sharing

Industry

electrical;Appliances;and Electronics Manufacturing

Description

support specialists who provide technical assistance to clients and internal users. 1. Application Support Operations Oversee daily operations of the Application Support team, ensuring all inbound support requests (via Zendesk, email, chat, or phone) are triaged, prioritized, and resolved within SLAs. Establish and maintain support workflows that ensure prompt and professional responses to all client inquiries. Monitor system performance metrics and call drivers to identify recurring issues and trends. Collaborate with the Engineering and Product teams to resolve technical issues and communicate product updates effectively to end users. 2. Lead, mentor, and develop a team of Application/Technical Support Specialists to deliver consistent, high-quality support. Conduct regular performance reviews, coaching sessions, and skill assessments to Maintain and enhance internal knowledge bases, FAQs, and troubleshooting guides. Ensure accurate documentation of support tickets, resolutions, and system issues. Encourage team contribution to knowledge-sharing initiatives and training materials. 5. Monitor and improve customer satisfaction metrics (CSAT, NPS, resolution time). Analyze support data to identify opportunities for process automation, workflow optimization, and product improvements. Implement best practices in incident management, communication, and client relationship handling. Bachelor's degree in Information Technology, Business, or related field 10+ years of experience in Application Support, Service Delivery, or Technical Operations, with at least 3 years in a managerial role. Strong knowledge of help desk systems (e.g., Zendesk, ServiceNow, Jira Service Management). Proven experience managing support operations in a SaaS or enterprise technology environment. Strong leadership and communication abilities with a customer-centric mindset. Familiarity with ITIL practices or service management frameworks (preferred).Success Metrics Achievement of SLA and response time targets. High customer satisfaction (CSAT/NPS) and low escalation rates. Efficient incident handling and resolution processes.

Responsibilities

Oversee daily operations of the Application Support team, ensuring all support requests are triaged and resolved within SLAs. Lead and mentor a team of specialists to deliver high-quality support and improve customer satisfaction metrics.