Ops Coordinator

About the Role:

Being an operations coordinator, you will be responsible for ensuring smooth operations throughout the day. Your prime focus would be to ensure the quality of SLAs (Service Level Agreement), manage breaks in a way that our SLA doesn’t breach, send collision/crash reports, and manage the allocated resources on live tools.

You’ll be responsible for managing the resources whenever the queue exceeds projections. You are also responsible for monitoring the activities of members. Being an operations coordinator you’d be coaching members whenever they have any concerns like connectivity issues, concerns related to an in-house built resource management tool named Yoda and Odyssey affairs (Leave approval), etc.

Operations coordinators have to stay super active throughout their shift due to the work nature of the team. If you love owning, helping, organizing, constantly raising the bar, growing, mentoring others, and putting your efforts into the customers of Motive, then you will thrive in this role!

What You'll Do:

• The role will require rotational working hours to ensure the smooth operational running of the 24/7/365 real-time setup, and collaboration with a global team.
• Actively probe the control flow and observe the agreed-upon SLA (5 min). 
• Take decisive actions to bypass SLA breaches. Find areas of improvement and create a plan of action to report back to the higher authority. 
• Resource management for the live flows and handling break-ops. so that every team member can take their allotted slot of break.
• Assisting the leads to carry out coaching sessions for the team related to Live operations. They take full responsibility for making an employee serviceable for the organization. 
• Supporting the team members whenever it is required. Answers team member issues, helps them with a solution, and supervises their activities for quality control. 
• Hands on basic troubleshooting steps for Annotations internal tool to ensure smooth workflows
• Verifies the specific incident impact and, as required, the quick declaration to related stakeholders /channels in accordance with company standards of Infrastructure 
• Reporting collisions with relevant specifications
• Make Ad-hoc basis schedule updates as per the SLA requirements
• Hands on SQL, Databases from medium to advance level
• Knowledge of JIRA is a plus
• Will be expected to give dedicated 70% of their working time for operations and the remaining 30% to VA.

What We're Looking For:

• Strong communication skills and professionalism are essential, as the role involves working with the broader team and cross-functional groups, particularly in resolving issues.
• The candidate should have worked on or led a core project (outside of R&D tasks) to demonstrate responsibility and ownership.
• Experience with SQL, databases (medium to advanced level), and familiarity with JIRA is preferred, as the role involves hands-on troubleshooting of internal tools.