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Thrive
Thrive
1,001 – 5,000 कर्मचारी
परामर्शसाइबर सुरक्षा
Thrive एक B2B प्रौद्योगिकी सेवा कंपनी है, जो मध्यम आकार के और बड़े संगठनों के लिए प्रबंधित IT, क्लाउड और साइबर सुरक्षा सेवाओं में विशेषज्ञता रखती है। इसकी सुरक्षा सेवाओं में प्रबंधित डिटेक्शन और रिस्पॉन्स, एंडपॉइंट और नेटवर्क सुरक्षा, वल्नरेबिलिटी प्रबंधन, पैठ परीक्षण, फ़ायरवॉल, घटना प्रतिक्रिया, ईमेल और DNS सुरक्षा तथा Microsoft 365 और Azure सुरक्षा शामिल हैं। Thrive क्लाउड संचालन, आपदा पुनर्प्राप्ति, कोलोकेशन, प्रबंधित नेटवर्क, ServiceNow-आधारित IT सेवा प्रबंधन, कार्यकारी प्रौद्योगिकी सलाह और अनुपालन कार्यक्रमों में भी सहायता करती है। कंपनी वित्तीय सेवाओं, स्वास्थ्य सेवा, सरकारी संस्थानों, शिक्षा, जीवन विज्ञान और पेशेवर सेवाओं सहित विभिन्न क्षेत्रों के ग्राहकों के साथ काम करती है और परामर्श को निरंतर प्रबंधित सेवाओं के साथ जोड़ती है।
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कंपनी की नौकरियाँ

Service Operations Manager

Lead managed IT engineering support teams at Thrive, with responsibility for service delivery and client operations. Improve SLA performance, customer success, and the scale of cross-functional services.

USसंयुक्त राज्यNYन्यूयॉर्क
$80,000 – $1,05,000 / वर्ष
हाइब्रिडपूर्णकालिकमध्य स्तरवरिष्ठआवश्यक भाषा: अंग्रेज़ीसंचालन

विवरण

  • Lead and grow engineering support teams.
  • Manage daily service performance and operational standards across assigned accounts.
  • Keep services aligned with SLAs, KPIs, and customer expectations.
  • Create consistent processes for documentation, communications, quality, and escalations.
  • Monitor operations, spot risks, and address issues early.
  • Help plan capacity, distribute workloads, and allocate resources.
  • Act as the main operational contact for assigned clients.
  • Align engineering support with client priorities and business goals.
  • Coordinate with Account Management, Project Delivery, Engineering, and Central Services.
  • Join customer reviews, service discussions, and roadmap planning.
  • Evaluate customer experience and improve satisfaction, reliability, and value.
  • Turn customer feedback into improvements for engineering and service teams.
  • Prepare for renewals and identify potential expansion opportunities.
  • Monitor SLA results, response and resolution times, backlog, customer sentiment, service health, and operational reporting.
  • Use operational data to improve team performance and share trends with leaders and clients.
  • Help onboard new customers and technologies.
  • Deliver initiatives that increase efficiency, quality, and scalability.
  • Keep staffing plans aligned with budgets.
  • Contribute to hiring, onboarding, and workforce planning.

आवश्यकताएँ

  • Have experience leading engineering or technical support teams in managed services or enterprise IT.
  • Understand incident, request, change, and problem management.
  • Have experience with global service delivery models.
  • Show the ability to develop, mentor, and grow engineering teams.
  • Have supported complex customer environments with strict SLAs, regulatory controls, and high availability needs.
  • Be able to analyze operational data, identify trends, and drive improvements based on metrics.
  • Communicate technical and operational information clearly.
  • Have a track record of building and maintaining client relationships.
  • Have worked across Project Delivery, Account Management, Engineering, and operational teams.
  • Balance operational oversight with process improvement and scaling services.
  • Have managed remote, distributed teams across multiple regions or time zones.
  • ITIL Foundation certification or practical ITIL experience is strongly preferred.
  • Have strong organizational, problem-solving, and prioritization skills.
  • Be willing to work outside standard business hours when needed.
  • Be comfortable handling major incidents and escalations or participating in an on-call rotation.

लाभ

  • Eligible for a bonus.
  • Training and guidance to support career growth.
  • Opportunities to develop professional skills.
  • Hybrid work arrangement.

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