Assistant Manager - Cloud & Security Customer Service Operations

About The Company

Job Title

Operations Manager – Network & Wi-Fi Infrastructure(BFSI)

Location

Job Summary

Operations Manager

Head Office and Enterprise Wi-Fi infrastructure operations

BFSI environment

highavailability, security, compliance, and performance

15–30 engineers (L1, L2, and L3)

Key Responsibilities

Network & Wi-Fi Operations

• Manage end-to-end operations of Head Office LAN, WLAN, and related network infrastructure.
• Ensure high availability, performance, and scalability of enterprise Wi-Fi and wired networks.
• Oversee incident, problem, and change management in line with ITIL best practices.
• Monitor network KPIs, SLAs, and proactively address performance and stability issues.
• Lead root cause analysis (RCA) for critical incidents and ensure corrective/preventive actions.
  

BFSI Security & Compliance

• Ensure adherence to BFSI regulatory, security, and audit requirements (ISO 27001, RBI, internal audits, etc.).
• Work closely with InfoSec, SOC, and Risk teams to implement secure network designs and controls.
• Ensure compliance with network access control (NAC), Wi-Fi security standards, and logging requirements.
  

Team Leadership & People Management

• Lead, mentor, and manage a team of 15–30 engineers across L1, L2, and L3 support levels.
• Define roles, responsibilities, shifts, and escalation matrices.
• Drive skill development, training plans, and performance management for the team.
• Foster a culture of accountability, collaboration, and continuous improvement.
  

Vendor & Stakeholder Management

• Coordinate with OEMs, ISPs, and system integrators for support, upgrades, and escalations.
• Manage vendor SLAs, reviews, and service improvement plans.
• Act as a single point of contact for business, application, and leadership stakeholders for network operations.
  

Projects & Continuous Improvement

• Support network refresh, Wi-Fi upgrades, capacity planning, and optimization initiatives.
• Drive automation, monitoring enhancements, and process improvements.
• Participate in DR, BCP drills, and ensure operational readiness.
  

Technical Skills

Required Skills & Competencies

• Strong understanding of Enterprise LAN/WLAN architectures.
• Experience with Wi-Fi controllers, access points, and NAC solutions (Cisco, Aruba, etc.).
• Knowledge of network security concepts, authentication, and compliance requirements.
• Hands-on exposure to network monitoring tools, ticketing systems, and ITSM platforms.
  

Managerial & Soft Skills

• Proven experience in managing large support teams (L1–L3).
• Strong stakeholder communication and crisis management skills.
• Ability to balance operations, people management, and strategic initiatives.
• Excellent documentation and reporting skills.
  

Education & Certifications

• Bachelor’s degree in engineering, Computer Science, or IT (preferred).
• ITIL certification (preferred).
• Network certifications (CCNA/CCNP, Aruba, or equivalent) are a plus.
  

Preferred Experience

• Prior experience in BFSI / Banking / Financial Services environments.
• Experience managing Head Office or large enterprise campus networks.
• Exposure to audit handling and regulatory compliance.