Chief Operating Officer

About TecSight

TecSight is an enterprise IT services company focused on helping businesses strengthen IT operations, improve end-user experience, and support modern hybrid workforce needs. The company’s public positioning includes enterprise IT services, operational resilience, digital workplace services, modern IT support, 24/7 multilingual service desk, and field operations.

As TecSight enters its next phase of growth, the company is looking to build a strong operational leadership base in Chennai to support global delivery, service quality, client satisfaction, scalable operations, and profitable growth.

Role Overview

TecSight is seeking an experienced, disciplined, and growth-focused Chief Operating Officer to lead the company’s day-to-day operations from Chennai.

The COO will work closely with the CEO and leadership team to ensure TecSight delivers reliable, efficient, secure, and high-quality IT services to clients across regions and time zones.

Key Purpose of the Role

The COO will be responsible for:

• Leading TecSight’s operational execution from the Chennai delivery base.
• Building a scalable global delivery model.
• Improving service quality, SLA performance, client satisfaction, and delivery margins.
• Managing daily operations across service desk, digital workplace, field services, infrastructure support, NOC, projects, transition, and customer success.
• Creating strong processes, governance, reporting, and accountability across teams.
• Supporting revenue growth by ensuring operational readiness for new clients and services.
• Building a strong leadership team in Chennai.
• Driving automation, productivity, service efficiency, and continuous improvement.
• Ensuring TecSight can deliver enterprise-grade IT services consistently across global clients.

Key Responsibilities

1. Operational Leadership

• Own and lead the day-to-day operations of TecSight from Chennai.
• Translate company strategy into clear operational plans, execution priorities, KPIs, and team responsibilities.
• Build a scalable operating model that can support global managed IT services and enterprise clients.
• Ensure all operational teams are aligned with company goals, client commitments, service standards, and commercial targets.

2. Service Delivery Management

• Lead service delivery across managed IT services, service desk, digital workplace, field support, infrastructure support, and client operations.
• Ensure services are delivered according to agreed SLAs, KPIs, contracts, and client expectations.
• Build a delivery structure that supports 24/7 or extended-hours global operations where required.
• Improve incident management, service request management, problem management, change management, escalation handling, and major incident response.

3. Digital Workplace and Modern IT Support Operations

• Build and scale TecSight’s digital workplace delivery capability.
• Oversee service desk, endpoint support, collaboration tools, device lifecycle, remote support, onsite support, VIP support, and user experience services.
• Improve end-user experience through faster support, proactive issue resolution, knowledge management, automation, and self-service.
• Ensure digital workplace services are aligned with client productivity, security, and cost-efficiency goals.
• Establish strong processes for onboarding, offboarding, device provisioning, access support, patch coordination, and endpoint compliance.
• Drive continuous service improvement for workplace operations.
• Build reporting dashboards for user experience, ticket trends, service performance, recurring issues, and productivity improvements.

4. Field Operations and Smart Hands Delivery

• Lead field services and smart hands operations across client sites, offices, data centers, and remote locations.
• Build a structured field operations model with clear dispatch processes, engineer allocation, site readiness, escalation paths, and reporting.
• Ensure field service delivery meets client expectations for speed, professionalism, technical quality, and documentation.
• Improve processes for hardware replacement, break-fix support, IMACD activities, site surveys, asset handling, cabling coordination, and local vendor support.
• Establish quality checks for onsite work, engineer performance, client feedback, and service closure.
• Build a scalable model using internal teams, regional partners, and certified field engineers where required.
• Ensure field operations are commercially controlled and profitable.

5. Infrastructure, Cloud, and Managed Services Operations

• Oversee infrastructure operations related to servers, networks, storage, backup, cloud platforms, monitoring, and data center support.
• Ensure infrastructure support services are stable, secure, documented, and aligned with client SLAs.
• Build or strengthen NOC-style operations for monitoring, alert management, incident response, escalation, and service reporting.
• Improve backup, disaster recovery, patch coordination, capacity monitoring, availability management, and performance management processes.
• Ensure infrastructure operations are supported by clear runbooks, knowledge articles, escalation matrices, and technical documentation.
• Work with technical leads to improve automation, monitoring coverage, root cause analysis, and service reliability.
• Ensure infrastructure delivery teams are prepared to support global clients across multiple time zones.

6. Client Success and Service Governance

• Ensure TecSight delivers a strong and consistent client experience.
• Work with account management and customer success teams to improve client retention, renewals, and service expansion.
• Lead service governance for key accounts, including monthly service reviews and quarterly business reviews.
• Ensure clients receive accurate service reporting, performance dashboards, improvement plans, and escalation updates.
• Build strong executive-level relationships with key client stakeholders where required.
• Act as the senior operational escalation point for major clients.
• Ensure client issues are resolved with urgency, ownership, and transparency.
• Create service improvement plans for accounts with recurring issues or declining satisfaction.

7. Transition and Onboarding

• Build a disciplined transition model for onboarding new clients and new services.
• Ensure every new client has a structured transition plan covering scope, timeline, resources, tools, documentation, knowledge transfer, risks, acceptance criteria, and go-live readiness.
• Work closely with sales, presales, project management, and delivery teams to ensure proposed services can be delivered effectively.
• Review new contracts and service commitments before operational acceptance.
• Ensure smooth transition from project phase to steady-state operations.
• Establish go-live checkpoints, hypercare support, and post-transition reviews.
• Reduce transition risks by improving planning, communication, documentation, and stakeholder alignment.

8. Process Excellence and ITIL Governance

• Implement and improve ITIL-aligned processes across service delivery.
• Strengthen incident, problem, change, request, asset, configuration, knowledge, and service level management.
• Establish clear process ownership and measurable process performance.
• Create standard operating procedures, runbooks, escalation matrices, service catalogues, and operational playbooks.
• Ensure teams follow consistent processes across clients, shifts, and service lines.
• Drive continual service improvement across operations.
• Use data from tickets, incidents, escalations, customer feedback, and service reviews to identify improvement opportunities.
• Promote process discipline without creating unnecessary bureaucracy.

9. Operational KPIs, Reporting, and Performance Management

• Define and track operational KPIs across all service lines.
• Build dashboards for SLA performance, ticket volumes, backlog, first-time fix, resolution time, customer satisfaction, utilization, productivity, escalations, and service profitability.
• Establish regular reporting to the CEO, Board, clients, and internal stakeholders.
• Ensure operational decisions are based on accurate data and trend analysis.
• Identify underperforming areas and implement corrective action plans.
• Create performance scorecards for teams, managers, vendors, and service lines.
• Improve forecasting for staffing, workload, capacity, and service demand.

10. Financial and Commercial Operations

• Manage operational budgets, delivery costs, resource utilization, and service profitability.
• Work with finance and sales teams to ensure services are priced, staffed, and delivered profitably.
• Monitor delivery margins by client, service line, region, and team.
• Identify opportunities to improve cost efficiency through automation, shared services, better scheduling, vendor optimization, and process improvement.
• Ensure operational commitments are aligned with commercial contracts.
• Review service profitability and recommend corrective actions for low-margin accounts.
• Support pricing, cost modelling, and operational validation for new deals.
• Balance service quality, client satisfaction, and profitability.

11. People Leadership and Chennai Operations Hub

• Build a high-performing operations team in Chennai.
• Recruit, develop, and retain strong leaders across service delivery, service desk, field operations, infrastructure, transition, project delivery, and customer success.
• Establish clear roles, responsibilities, reporting structures, and performance expectations.
• Mentor managers and create leadership depth across operational functions.
• Promote a culture of accountability, service excellence, professionalism, speed, and continuous improvement.
• Improve employee engagement, productivity, training, and career development.
• Build succession plans for key operational roles.
• Ensure Chennai becomes a strong delivery hub capable of supporting global clients.

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