Operations Engineering Manager – 24X7 Support

Who We Are

Boston Consulting Group partners with leaders in business and society to tackle their most important challenges and capture their greatest opportunities. BCG was the pioneer in business strategy when it was founded in 1963. Today, we help clients with total transformation-inspiring complex change, enabling organizations to grow, building competitive advantage, and driving bottom-line impact.
To succeed, organizations must blend digital and human capabilities. Our diverse, global teams bring deep industry and functional expertise and a range of perspectives to spark change. BCG delivers solutions through leading-edge management consulting along with technology and design, corporate and digital ventures-and business purpose. We work in a uniquely collaborative model across the firm and throughout all levels of the client organization, generating results that allow our clients to thrive.

What You'll Do

IT Operations Manager

Operational Excellence

• Lead and manage IT operations across infrastructure, networks, applications, and support functions.

• Oversee IT service delivery, ensuring adherence to SLAs, KPIs, SRE and ITIL-based best practices.

• Monitor system performance, proactively identify risks, and implement improvements.

• Collaborate with cross-functional teams, including security, applications, and business stakeholders.

• Manage IT vendors, contracts, and third-party service providers.

• Drive process automation, monitoring tools, and DevOps practices for efficiency.

• Stay updated with the latest technologies and recommend improvements aligned with business goals.

• Lead, mentor, and develop the IT operations team.

• Deep understanding of modern operational techniques, including DevOps and Site Reliability Engineering (SRE) & ITIL best practices.

• Master and continuously monitor critical metrics such as SLAs, SLIs, MTTR, MTTD, and MTTA to ensure operational performance meets business expectations.

• Ensure the quality of operations by reviewing ticket handling processes and maintaining high service delivery standards.

• Strong hands-on experience in reporting capabilities using tools such as ServiceNow, Tableau, and Power BI.

Automation & Continuous Improvement

• implement automation

• Partner closely with Directors of Operations and key stakeholders to identify opportunities for automation through tools or process refinements.

• Drive continuous service improvement (CSI) by validating ESAT inputs, addressing feedback loops, and enhancing operational services.

Analytical & Problem-Solving Skills

• Exceptional analytical skillset to assess operational problems and recommend sustainable, long-term solutions.

• Ability to interpret data and generate actionable insights for stakeholders to aid in decision-making.

• Analyze current business processes and workflows, identifying areas for improvement and proposing tech-driven solutions.

Collaboration & Stakeholder Management

• Work seamlessly with vendor management teams and cross-functional partners to ensure cohesive operations.

• Collaborate with development teams to validate solutions against business requirements, ensuring high-quality delivery.

• Strong stakeholder management across global teams, with the ability to communicate effectively in diverse cultural environments.

What You'll Bring

Education:

• Bachelor's degree in computer science, Information Technology, or related field (Master's preferred).

Certifications (preferred):

• SRE Foundation Certification

• ITIL4 Foundation Certification

• Lean Six Sigma (Green Belt or Black Belt)

Experience:

• 10+ years of experience in IT operations, infrastructure, or service delivery management.

• Experience leading cross-functional IT transformation initiatives.

• Strong background in cybersecurity operations and risk management.

• Experience in cloud migration and hybrid IT environments.

• Proven track record of managing large-scale IT operations across global teams.

• Experience with requirements management, data mining, and business analysis documentation

• Familiarity with business analysis tools, software, and methodologies

• Tools proficiency - Jira, Miro, Visio, Teams, Trello, Power BI, and Tableau

• Knowledge in ServiceNow Reporting & Analytics is must

• ITIL & SRE Foundation certifications is a plus

Who You'll Work With

You will work in a global team. Our key stakeholders are located around the world, in Asia, Europe and the US.

Additional info

YOU'RE GOOD AT:

• Proficiency in infrastructure management (servers, networks, storage, data centers).
• Expertise in ITIL & SRE framework & principles
• Cloud operations expertise: AWS, Azure, or Google Cloud.
• Knowledge of cybersecurity best practices and compliance frameworks (ISO 27001, SOC2, GDPR).
• Hands-on experience preferred with automation tools (Ansible, Terraform, Puppet, Chef).
• IT budgeting, vendor management, and cost optimization skills.
• Excellent communication and stakeholder management abilities.
• You have a consultative approach and can work in a matrix organization with limited formal hierarchy
• You are skilled at working in a transforming environment with the desire to work in an organization that is consistently growing
• You can work in diverse global teams with different cultures and stakeholders across the world
• You can work well independently, in a self-organized way and you bring a sense of urgency to the tasks at hand
• Excellent communication skills across cultures in English
• Reliability, flexibility and being a cooperative team player that strives to do the right thing
• Professional demeanor with the ability to maintain a positive attitude when ambiguity is present

Values and Ethics:

• Integrity and a positive attitude

Boston Consulting Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity / expression, national origin, disability, protected veteran status, or any other characteristic protected under national, provincial, or local law, where applicable, and those with criminal histories will be considered in a manner consistent with applicable state and local laws.
BCG is an E - Verify Employer. for more information on E-Verify.