Description

Job Title: Operations Support Coordinator (Java / SQL / Linux)

Experience:

Minimum 3+ years of relevant experience

Role Overview:

We are looking for a proactive and detail-oriented Operations Support Coordinator who will be responsible for overseeing day-to-day support activities, ensuring effective communication across teams, and driving timely resolution of tickets and operational issues. The ideal candidate will have strong coordination skills, technical awareness, and the ability to manage priorities in a fast-paced support environment.

Key Responsibilities:

• Coordinate and manage day-to-day operational support activities
• Act as a central point of communication across multiple teams (onshore/offshore)
• Perform triaging of tickets, ensuring proper categorization and timely routing
• Monitor and manage escalations, ensuring critical issues are addressed promptly
• Maintain visibility on all communication channels and ensure no critical updates are missed
• Identify and prioritize alerts/tickets based on impact and urgency
• Proactively bring key issues, risks, and discussions to management attention
• Track and follow up on tasks in progress, ensuring timely closure
• Facilitate and manage handover meetings between offshore and US teams
• Prepare and circulate Minutes of Meeting (MoM) with clear action items and ownership
• Ensure adherence to support processes, SLAs, and operational standards

Required Skills:

• Strong coordination and stakeholder management skills
• Excellent communication (written and verbal)
• Good understanding of incident management and support processes
• Ability to prioritize and manage multiple tasks simultaneously
• Strong analytical and problem-solving mindset

Technical Skills:

• Java - Working knowledge for troubleshooting and support
• SQL - Ability to query databases and analyze data
• Linux - Hands-on experience with basic commands and system monitoring

Preferred Traits:

• High sense of ownership and accountability
• Strong attention to detail and follow-through
• Experience in global delivery model (onshore/offshore coordination)

Key Success Factors:

• Effective prioritization of tickets and escalations
• Strong communication and coordination across teams
• Minimal SLA breaches and proactive issue management
• Clear and structured reporting (MoMs, updates, escalations)