Assistant Manager - Operations

Location: Mumbai, India

Position Type: Full-Time

If you would like to apply for this position,
please send your resume to us at

Mandatory Requirements

  • A passion for providing exceptional service to customers.
  • Exceptional leadership skills.
  • Excellent skills in process and people management.
  • Experience with building high performing teams.
  • Strong sense of ownership and accountability.
  • General knowledge of IT networks, ISP Services, Routing Protocols, VoIP, Network Management, Routers, and Switches.
  • Experience in managing small teams in a telecom environment.
  • Strong organizational skills.
  • Results-focused and detail-oriented.
  • Advanced communication skills both written and customer facing.
  • Ability to resolve conflict.
  • Strong work ethic and capable of handling stress.

5+ years of experience managing operations teams in a demanding fast paced environment.

Job Description

Manage Staff

  • Responsible for managing 3 sub-teams serving clients on a 24*7 basis.
  • Overlook daily operations, provide guidance and mentor the team; conduct performance reviews.

Technical Management of the Vikings Teams

  • Structure the teams to best serve clients.
  • Conduct quality assurance initiatives, including but not limited to the monitoring of support calls/ tasks to ensure staff are delivering quality information and support to clients that is courteous, timely, professional, and effective.
  • Identify training needs and ensure appropriate training is scheduled and delivered.
  • Coach individual employees to improve skill sets and job performance.
  • Create and monitor development plans to ensure consistent continued improvement in the skills and abilities of the team.

Process Development and Implementation 

  • Responsible for designing and implementing client focused processes.
  • Develop, document, and implement the necessary processes to ensure consistently high performance in all areas.
  • Implement the necessary metrics to monitor results and identify areas requiring improvement.
  • Develop and maintain a knowledge base to assist in resolving issues.
  • Maintain and update service documentation to reflect changes in service encountered/driven by incident handling.

Incident Management

  • Ensure appropriate resources are engaged in incident resolution.
  • Oversee all aspects of the incident resolution.
  • Ensure appropriate tickets are opened.
  • Ensure timely and appropriate internal and external communication occur throughout the incident.
  • Serve as an escalation point for third party issues.
  • Lead reviews of incidents to identify deficiencies and foster continual improvement in operations.

Proactive Maintenance

  • Schedule and oversee the maintenance schedule for network elements.
  • Coordinate notification to client(s).
  • Report project status to higher management.


Ability to develop relationships and work closely with other departments to:

  • Ensure superior communication between teams.
  • Maximize the efficiency of the process.
  • Contribute to and embody the Continuum culture adopting the core values and encouraging/requiring the same from the team.
  • Ensure shift turnover is handled appropriately.
  • Monitor ticket processing to ensure tickets are being aggressively worked and SLAs addressed.
  • Analyze and report support metrics and trends.

Consults with:

  • Engineering: Attend weekly calls/ meetings to resolve issues, or concerns on a day-to-day basis. Escalate difficult issues to engineering team for resolution following up to ensure response.

Educational Qualification

  • Any graduate


  • 5+ years in relevant work

About Continuum

Continuum provides a leading SaaS-based managed services platform that managed services providers (MSPs) use to efficiently backup, monitor, troubleshoot, and maintain desktops, servers and other endpoints for small-and-medium-sized businesses. The comprehensive platform provides an intelligent remote monitoring and management (RMM) solution and an advanced backup and disaster recovery (BDR) offering - all integrated with an industry-leading network operations center (NOC) and U.S.- based world-class Help Desk, delivering a single, unified managed services experience.

The company currently employs more than 1,000 professionals worldwide, supports over 3,500 MSPs, and monitors more than a half a million endpoints. Continuum has also formed a non-profit foundation, called Continuum Veterans Foundation, which was established to provide financial support to local and national charities that focus on helping our veterans find jobs. The principal owner of Continuum is Summit Partners, a Boston-based growth equity firm that has raised more than $15 billion in assets. We are growing quickly and have offices in Boston MA, Cranberry Township PA, Houston TX, Thames Valley, UK and Mumbai, India.

Equal Opportunity Employer

Continuum Managed Services, LLC is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

To apply for this position, please send your resume to