Operations Team Lead (from 30Mil & Up)

About us: iTechwx, established in mid-2022, with 600 employees spread across 3 offices within Ho Chi Minh City. iTechwx dedicates the One-Stop Digital Transformation Service to our customers and is renowned for delivering premium IT outsourcing services exclusively tailored for Microsoft clients.We are excited to offer an opportunity for a Team Lead to join our MS Azure team. This role will focus on managing and leading a team of professionals dedicated to delivering exceptional IT services.You will:Business management:- Make sure the team meets MS KPI.- Make sure the team follows the compliance and security policies.- Offer non-technical training (including but not limited to business processes, case handling skills, telephone, and email skills, out-of-office processes, leaveprocedures, and demission procedures) to help the new members to get familiar with the process and tools.- Review cases daily and find out the problems to make sure customer issues are well resolved.- Follow up on the progress of each case in time to ensure effective actions aretaken.- Find out the root cause of cases that customers are not satisfied with and do the analysis to make improvement.- Participate in internal weekly and monthly Business Review Meetings to present operational results and action plans.- Collect data and create reports to meet business needs.Managing Collaborative Activities:- Collaborate on cross-group and cross-product issues by working with resources from other groups to solve customer problems. Help drive cases with the highest priorities by working with managers, engineers, and other stakeholders.- Work with Microsoft to get effective support on critical and complex issues.Business Communication:- Maintain good business relationships with customers.- Participate in customer-facing business review meetings to gather feedback and resolve issues.- Drive the negotiation, creation, execution and modification of business processes and procedures.