Manager - IT Operations & Service Management

Role Overview : -

• We are seeking a dynamic and experienced IT Operations and Service Management Manager to lead and manage our IT operations across multiple data centers and end-user environments.
• This role combines technical leadership with service delivery management, overseeing a team of L1 and L2 system/network administrators and service desk professionals.
• The person will be responsible for ensuring high availability, performance, and reliability of data center infrastructure, network components, and end-user support services.
• Support window 3 PM IST to 12 AM IST

Key Responsibilities: -

Data Centre Services: -

• Closely work with the team to manage servers, virtual machines (VMs), storage systems, and network devices.
• Ensure uptime, security, and compliance across multiple data center locations.
• Coordinate patch management, upgrades, and preventive maintenance.
• Provide strategic guidance on infrastructure improvements and technology adoption.

Network Operations Centre (NOC)

• Oversee NOC activities including monitoring, incident response, and escalation.
• Monitor network health and proactively address performance issues.
• Implement ITIL best practices for incident, problem, and change management.

Service Desk: -

• Supervise service desk operations and ensure timely resolution of end-user issues.
• Ensure efficient handling of tickets, incidents, and service requests.
• Lead and mentor service desk resources handling end-user issues and NOC activities.

Other Responsibilities: -

• Serve as the primary technical liaison between internal stakeholders and IT operations.
• Own end-to-end service delivery across data centers and user environments.
• Define and monitor SLAs, KPIs, and performance metrics.
• Drive continuous improvement initiatives and service optimization.
• Provide regular updates to leadership on operational status and risks.
• Collaborate with cross-functional teams for project planning and execution.
• Prepare reports and dashboards for service performance and improvement plans.
• Mentor and manage technical teams to foster growth, collaboration, and performance excellence.
• Identify training needs and support resources to improve Service delivery.
• Identify and pursue additional revenue opportunities through value-added services and client engagement.
• Act as the main technical point of contact for Clients technical needs and providing Solutions.
• Understand Clients requirements and tailor solution implementations to meet specific business goals.
• Conduct regular account reviews, providing updates and insights on Services delivered and improvement project progress status.
• Guide clients for product upgrades, ensuring seamless transitions and minimal disruptions to their business operations.
• Maintain and strengthen relationships with key decision-makers and stakeholders within client organizations.
• Contribute to strategic planning for clients, proactively identifying opportunities and potential risks, and developing solutions to mitigate them.
• Collaborate with DataCenter Vendors to get the Services and solutions implemented right first time and in time.
• Work with teams on IT Infrastructure projects planning and successful, on time delivery.

Qualifications & Skills

• Bachelors degree in Computer Science, Information Technology, or related field.
• 10+ years of experience in IT infrastructure, service delivery, or technical account management.
• Strong knowledge of data center technologies, virtualization, and networking.
• Experience managing service desk and NOC operations.
• Proven leadership and team management skills.
• Ability to work in a fast-paced, multi-location environment.
• Strong analytical mindset with a focus on service excellence.
• Passion for mentoring and developing technical teams.
• ITIL certification preferred; PMP or similar project management certification is a plus.
• Excellent communication, problem-solving, and stakeholder management abilities.
• Brief knowledge of the Compliance standards like ISO 27001, PCI DSS, BCMS etc w.r.t. technical controls implementation and monitoring
• Brief knowledge in Cloud platforms like Azure and AWS