IT Operations Manager

Arctera

The ideal candidate will lead IT service management, take ownership of ITSM tools (Jira Service Management), and oversee the offshore-managed Service Desk and daily IT operations at the Pune site. This role ensures the efficient performance of core systems and SaaS applications, proactively monitors operations, and resolves technical issues promptly. Additional responsibilities include vendor coordination, IT asset management, and ensuring compliance with security policies, standards, and procedures

Responsibilities:

User Experience and Support:

• Prioritize end-user experience by ensuring the highest quality of IT support and services. Continuously gather feedback from users to identify areas for improvement and implement changes to enhance their experience.
• Effectively triage and prioritize service desk incidents and provide regular status reporting to stakeholders and leadership.
• Be an escalation point of contact for 1st and 2nd level support.
• Ensure rapid resolution of high-priority incidents, minimizing system downtime and impact on business operations.
• Own global communications as incident commander for high-priority tickets and outages.
• Oversee IT support offshore desk side support specialists to provide exceptional support globally as well as worldwide remote office workers.
• Serve as the site owner for Pune Office (site operation, moves, adds, and changes).
• Develop and maintain knowledge center materials to support service desk staff and end-users.

Operations and Performance:

• Provide technical leadership and expertise to ensure the smooth operation of IT systems and infrastructure at the designated site.
• Manage incident, problem, and change management processes to maintain application/infrastructure availability, stability, and performance.
• Drive process improvements to optimize efficiency, reduce incident response times, and enhance application performance.
• Escalation point monitoring of critical applications to ensure they meet service level agreements (SLAs) and performance targets.
• Produce weekly metrics reports covering key KPIs like response/resolution time SLAs, backlog reduction, monthly and annual ticket reduction targets, etc.
• Plan, communicate, and manage quarter-end support coverage.
• Oversee managed Service Desk team, driving all issues to resolution with a strong focus on customer satisfaction and efficient task execution.
• Manage Jira SM operational efficiency and the IT Service management process with a focus on excellent user experience.

Technology and Innovation:

• Partner with internal service leaders of Front Office/Back Office applications and core Infrastructure teams to evaluate operational issues, provide recommendations, plan, and execute support enhancements.
• Identify and recommend new solutions to improve the Service Desk environment through self-service and automation, implementing shift-left opportunities for service improvement, cost optimization, and increased efficiency.
• Manage in-region IT purchases workflow for end-user compute and software.

Qualifications:

• Overall 10+ years of experience and 6+ years of experience working in ServiceDesk/ IT Support Operations.
• Proven experience managing and working in a multi-region, multi-cultural environment.
• Strong understanding of IT Infrastructure and enterprise application lifecycle management and support processes.
• Experience in incident management, problem management, and change management frameworks (e.g., ITIL).
• Experience supporting and troubleshooting site-related infrastructure.
• BS Degree in Computer Science, Computer Engineering, or equivalent.
• Strong understanding of ITIL Foundations and prior administration of ITSM tools.
• Expertise in IT Service management tools, Jira SM preferred.
• Excellent technical documentation skills are a must.
• Strong reporting ( Power BI) , analytical, troubleshooting, and problem-solving skills.
• Must be a quick learner with exceptional communication skills.