Assistant Manager SysOps & Tech Support
Contegris Technology Solutions
Total years of experience :5 years, 1 Months
Oversees day-to-day operations of Cloud-hosted SaaS solution, ensuring
smooth functioning and high availability. Develops and implements operational procedures and best practices to optimize system performance. Mentors and trains support staff on technical skills and troubleshooting techniques.Conducts regular system audits to identify improvement areas and ensure compliance with industry standards. Manages implementation of contact center solutions for new clients, ensuring successful deployment within agreed timelines. Plans and coordinates system upgrades and migrations to minimize downtime and disruption. Leads or participates in cross-functional teams to implement process improvements and drive organizational growth.
Leading team of Support engineers to provide System Technical support to
clients. Manage escalated tickets and provide resolution accordingly within shared ETR. Technologies used includes ESXi, Linux OS, Voice servers, MySQL Databases.
Respond promptly to customer inquiries and technical issues related to our
SaaS product, delivering high-quality support and guidance via email, phone, and remote assistance tools. Conduct thorough analysis and diagnosis of customer-reported problems, utilizing diagnostic tools, logs, and documentation to identify root causes and implement solutions. Conduct thorough analysis and diagnosis of customer-reported problems, utilizing diagnostic tools, logs, and documentation to identify root causes and implement solutions.
Provide hands-on technical support for call center infrastructure, including
telephony systems, ACD platforms, and desktop applications, resolving user reported issues and ensuring system uptime and reliability. Collaborate with IT teams and vendors to implement system upgrades, patches, and enhancements, coordinating testing and deployment activities to minimize downtime and ensure smooth transitions. Participate in the development and implementation of call center technology projects, providing technical expertise and support to ensure successful project delivery and alignment with business objectives.
I completed my bachelors degree in Telecommunication Engineering from very renowned and top university in Pakistan
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