Operations Manager - Technical Support & Infrastructure

Company Overview

Ultra Group is seeking an experienced Operations Manager specializing in Technical Support and Infrastructure to join their team remotely in Bangladesh. This senior leadership role entails hands-on involvement in managing technical support teams, overseeing server and platform infrastructure, and optimizing processes to ensure high-quality operations.

Role Overview

Collaborating closely with the founder, the successful candidate will manage daily technical operations across customer support, personnel, processes, and infrastructure. This position requires ownership until tasks are fully executed, tested, documented, and confirmed operational. The manager is expected to be proactive, detail-oriented, and ready to personally step into work as necessary.

Key Responsibilities

• Lead and support a small team providing customer-facing technical support, ensuring fast, accurate, and professional service.
• Engage directly with live chats, complex cases, and technical escalations when needed.
• Review and validate customer support interactions to guarantee comprehensive resolution of issues.
• Train team members in troubleshooting, customer communication, and support protocols, including practical roleplays, assessments, and competency validations.
• Identify recurring support challenges and address root causes effectively.
• Assign clear ownership, priorities, deadlines, and acceptance criteria for work tasks, following up until verified completion.
• Supervise team attendance, productivity, performance reviews, and implement coaching or improvement plans where necessary.
• Build and maintain a culture of accountability, ownership, honesty, and continuous progress.
• Manage and monitor server, hosting, and application infrastructures — including performance, capacity, backups, and security measures.
• Coordinate infrastructure deployments, migrations, maintenance activities, and incident responses, maintaining control over domains, DNS, SSL, Cloudflare, access rights, and credentials.
• Develop and improve monitoring, alerting, backup, and disaster recovery processes, alongside maintaining thorough documentation and asset records.
• Investigate technical incidents with logical analysis and coordinate effective resolutions in collaboration with developers, DevOps engineers, and external providers.
• Create and enforce practical operating procedures to enhance task management, reporting, handovers, and escalation protocols.
• Ensure early identification of blockers with documented evidence and proposed solutions, establishing quality control and completion benchmarks.
• Support scaling operations by reducing founder dependence while maintaining visibility and standards.

Success Metrics Within Three Months

• Gain a comprehensive understanding of company systems, products, and customers.
• Evaluate and close key skills gaps within the team.
• Enhance the quality of technical support and operational discipline.
• Implement clear ownership, deadlines, and completion standards.
• Organize and document server and application environments.
• Strengthen monitoring, backup, access management, and incident response protocols.
• Facilitate improved communication between support, infrastructure, and development teams.
• Ensure all assigned work is followed through to a confirmed, verified outcome.
• Minimize routine operational issues requiring founder attention.
• Establish trust to take broader ownership of technical operations.

Eligibility and Requirements

• A Bachelor’s degree or equivalent is required.
• A minimum of three years’ professional experience managing technical support or IT operations teams.
• Hands-on experience in customer-facing technical support and server, hosting, or cloud infrastructure management.
• Proven leadership and team management capabilities, including performance evaluation and coaching.
• Strong task management, quality control, and process improvement skills.
• Excellent written English communication.
• Ability to articulate technical issues clearly to staff and customers.
• Stable career progression with growing responsibilities.

Personal Attributes

• Proactive leadership with a calm demeanor under pressure.
• Highly organized with determination to achieve accurate outcomes.
• Ownership mindset, initiating action without supervision.
• Analytical and evidence-driven decision-making.
• Honest, timely communication of problems along with proposed solutions.
• Upholds high standards while avoiding unnecessary conflict.
• Balances team support with accountability.

Work Location and Compensation

This position is fully remote within Bangladesh. The monthly remuneration ranges from Tk. 50,000 to Tk. 100,000.