Manager, Infra Core Services

As a Manager of Client Delivery Operations at Ensono, you will play a crucial role in leading L1 and L2 support teams to manage client environments across VMware, Windows, and Linux platforms. Your responsibilities will include ensuring 24x7 coverage, acting as an escalation point for critical incidents, conducting regular performance reviews and career development planning, and fostering a culture of continuous improvement and innovation within the team. You will collaborate with global delivery managers, project teams, and service delivery managers to align support strategies effectively. Key Responsibilities: - Manage a team of L1 and L2 engineers supporting server infrastructure, data center operations, and client applications - Ensure 24x7 coverage through rotating on-call schedules and shift planning - Act as an escalation point for client operations and critical incidents - Conduct regular one-on-one meetings, performance reviews, and career development planning - Mentor team members on technical skills, communication, and service delivery best practices - Collaborate with global delivery managers, project teams, and service delivery managers to align support strategies In terms of Process & Service Management, you will be responsible for overseeing ticket queue management, incident resolution, change control, and problem management in alignment with ITSM standards. You will also track and report KPIs and SLAs, drive infrastructure projects focused on operational efficiency and automation, ensure compliance with security, audit, and regulatory requirements, and develop documentation, training materials, and knowledge-sharing sessions for internal and client stakeholders. Qualifications: - 10-12 years of experience in IT infrastructure and support, with 3-5 years in a managerial role - Strong hands-on experience with VMware ESXi/vCenter, Windows Server Administration, Linux (RHEL, CentOS, Ubuntu), and familiarity with cloud platforms (AWS preferred) - Proven ability to manage teams of 10+ technical staff and strong project management skills - PMP or Agile certifications preferred - Excellent communication, documentation, and stakeholder management skills - Bachelor's degree in computer science, Information Technology, Electronics & Communication, or a related technical discipline Location: Pune Shift: UK and Flexible for APAC and US if needed,