Manager - Technology Operations

Position Title, Responsibility Level

Manager Technology Operations - (Enterprise Systems and Computing)

Function

Global Technology

Reports to

Location:

Basic Function

• Efficiently manage day-to-day IT operational activities across Systems, Voice, and Network to ensure seamless functioning.
• Ensure operational stability by adhering to established tools, ITSM processes, and compliance frameworks.
• Demonstrate a strong understanding of running large-scale IT infrastructure operations, including servers, voice infra, and networking components.
• Must have a sound understanding of AWS or Azure Cloud Infra, Server, Storage, and Network Technologies.
• Work seamlessly within the IT Service Management (ITSM) framework and enhance identified process gaps.
• Exhibit solid experience working with core network components like DNS, DHCP, IP addressing, LAN/WAN, TCP/IP, switches, routers, and firewalls.
• Coordinate and manage enterprise voice infrastructure including SIP, VoIP, SBC, cloud telephony (e.g., MS Teams Calling), and IP-PBX systems.
• Ensure compliance with technology controls (patching, antivirus, VAPT, backup, DR, etc.) across systems and network domains.
• Collaborate with IT Security and Compliance teams to ensure policy adherence and audit readiness.
• Maintain up-to-date documentation, runbooks, SOPs, and asset inventories.
• Lead knowledge transfer, periodic service reviews, and operational reporting for leadership.
• Understanding of Next Gen Technologies such as AI & GenAI is very essential from ITIL transformation point of view.

Essential Functions (Technical)

• In-depth technical understanding of:
• Windows Server, Active Directory, Group Policies, Clusters.
• Office 365, Exchange Online, Teams Voice, Unified Communications.
• SCOM, SCCM, Intune, and endpoint management.
• Network management (switching, routing, VPN, load balancers).
• Enterprise voice platforms (MS Teams Direct Routing, Cisco, Avaya, SIP Trunks, SBC).
• Authentication protocols (LDAP, SAML, OAuth), RBAC, MFA.
• Ensure high availability, patching, and performance tuning of systems and network services.
• Support configuration, monitoring, and issue resolution across all infra layers including voice gateways and firewalls.
• Provide L3 escalation support and own RCA for major incidents.

Essential Functions (Operational)

• Manage 24x7 BAU operations for Systems, Network, and Voice effectively with minimal service disruptions.
• Lead a cross-functional team of Technical SMEs covering Infra, Voice, and Network domains.
• Handle shift planning, escalation matrix, and resource allocation for operations.
• Act as the single point of contact for coordination with other IT and business functions.
• Ensure timely incident and request fulfillment as per SLA/OLA commitments.
• Oversee access provisioning, deprovisioning, and periodic reviews for critical systems.
• Govern third-party partners and OEMs for timely support, SLAs, and contract compliance.
• Drive operational KPIs – incident MTTR, SLA adherence, change success rate, etc.
• Participate in Change Advisory Boards (CAB), Major Incident Reviews, and Governance forums.
• Promote continuous service improvement and automation across Infra Ops.

Primary Internal Interactions

• Sr Manager/Manager – Technology Operations.
• Service Delivery Managers.
• Service Desk Lead / Manager.
• Compliance and Information Security Team.
• Business & IT Management Team.

Primary External Interactions

• Vendors and Partner Ecosystem
• Vendor Specific - Technical Consultants and Operation support Managers.
• OEM Partners – Technical SME’s & Support teams.

Organizational Relationships

Skills

Technical Skills

• Certifications in Microsoft Active Directory/Server 2008/2012
• Hands on Wintel & Datacenter Operations.
• Knowledge on ITSM automation & Enhancements, Backup solutions, MS-O365 Messaging, Netskope SWG / NPA, VDI & Monitoring & Observability.

Process Specific Skills

• ITIL 3.0 or 4.0
• Good understanding and familiarity with ITIL framework
• Basic understanding of ISO 27001, SOX, PCI DSS Standards
• Process optimization

Soft skills (Desired)

• Ability to communicate effectively with all levels within and outside the organization, including senior management and technical teams.
• Good listening and consultative skills.
• Excellent written and presentation skills. - Keen attention to detail.
• Conduct regular team meetings to review, approve and monitor goals, owning and ensuring their success.
• Self-motivated, strong initiative and be customer focused

Education Requirements

• Bachelor’s degree in computer science / information technology (or equivalent relevant experience)
• Sound interpersonal skills and collaborative approach with the ability to interact and communicate effectively across all levels of the organization
• Good influencing skills
• Solid organizational, time management and prioritization skills

Work Experience Requirements

• At least 8-15 years in a similar role. Exposure to Wintel Operations.