Technical Operations Manager @ Secure Network

• Oversee firewall, endpoint security, implementation, migration, and upgrade projects across single and multi-location environments.
  
• Coordinate and track onsite engineers client visits to ensure scheduled adherence and performance.
  
• Manage ticket workflows, ensuring timely responses, escalations, and resolution efficiency.
  
• Monitor customer support metrics (ticket volume, response times, issue resolution) to enhance service quality.
  
• Handling Shift Management.
  
• Managing with employee skill development would be an added advantage.
  
• Managing Workflow Optimization.
  
• Guide and mentor engineers on ticket handling, customer communication, and troubleshooting best practices.
  
• Implement and manage team to track engineer performance and enhance motivation.

Requirements