Full-Time Technical Operations Manager

IDMWORKS is an award-winning identity and access management (IAM) solutions firm. They offer a comprehensive range of services to help enterprises manage, secure, and scale access to systems, data, and applications.

Primary Responsibilities:

1. Respond to escalated client support calls.
2. Provide real-time resolution of technical and non-technical issues (with SLA).
3. Gather customer requirements for enhancements.
4. Manage and mentor team members.
5. Effectively communicate and manage customer engagement.
6. Drive priority incidents to resolution.
7. Handle level 1 and 2 escalations.
8. Prepare status reports and drive periodic calls with customers.
9. Assess existing implementations and guide knowledge repository building.
10. Participate in pre-sales activities and assist the sales team.
11. Ensure learning and skill enhancement for team members.
12. Perform audits to ensure policy adherence.
13. Share best practices and encourage adherence to processes.

General Business Responsibilities:

• Communicate status and escalate issues/risks.
• Possess excellent communication skills (interpersonal, written, and oral).
• Work effectively in a team setting and manage multitasking.
• Author technical documentation.
• Perform other duties as assigned.

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