Operations Manager

The Operations Manager will manage support engineers (internal, subcontractors, or third-party maintainers), ensuring adequate communication with customers and internal stakeholders through meetings and reporting. They will propose improvements to maintenance strategy throughout the contract’s life, manage critical situations with the customer, prepare and present weekly reports, drive all major incidents to resolution, manage or oversee dedicated field customer support engineers, understand technical specifications and client requirements, define strategy and manage maintenance activities for simple solutions, prepare and communicate Supports Activities Reports, ensure incidents meet the Service Level Agreement (SLA), escalate process breakdown related cases, participate in regular incident meetings, prepare periodic service reports, perform analysis to identify incident trends, review incidents, track and report all Incident Management related KPIs, run root cause analysis meetings, track follow up actions, Gatekeeper of all known errors, track and report all problem management related KPIs, and perform post incident review for major incidents to capture lessons learned.