Operations Manager

About Business Unit:

SaaSOps leads post-production support and the overall experience of Epsilon PeopleCloud products for our global clients. This function is responsible for product support, incident management, managed operations and the automation of processes. The team has successfully incubated and mainstreamed Site Reliability Engineering (SRE) as a practice, to ensure reliable product operations on a global scale. Plus, the team is actively leading the adoption of AI in operations (AIOps) and recently launched AI-driven self-service capabilities to enhance operational efficiency and improve client experiences.

We are seeking a highly motivated and skilled People/Operations Manager to join our Epsilon People Cloud Customer Client Delivery Team. The main objective of this role is to drive customer delight through high-quality, value driven service delivery and robust operational management.

Why we are looking for you?

Operations Manager

production incidents

What will you do?

• Provide

  oversight for client delivery

  and ensure successful execution of services in alignment with SLAs.
• Lead and manage production support processes including

  incident management

  ,

  problem management

  , and

  defect tracking

  .
• Coordinate with internal teams and stakeholders for

  issue resolution

  and delivery escalations.
• Drive the

  release and deployment process

  , ensuring seamless transition of new features and fixes to production.
• Handle

  client service requests

  , ensuring timely and accurate responses aligned with customer expectations.
• Manage periodic

  Product upgrades, Production Maintenance

  , Data Compliances, Vulnerability Management etc.
• Review & oversee

  functional, regression and exploratory testing

  activities post any production changes.
• Manage

  transition activities

  , ensuring new clients or projects are onboarded effectively.
• Lead

  service validation and reporting

  to monitor performance and identify areas for improvement.
• Champion

  knowledge management

  practices to build team capability and reduce repeat issues.
• Identify and implement

  Continuous Service Improvement (CSI)

  initiatives to enhance service quality and efficiency.
• Lead

  people management

  responsibilities including performance management, team development, and engagement.

What will you enjoy in this role?

• Drive Efficiency Improvements

  : Contribute to and plan initiatives focused on improving operational efficiency through

  cross-training

  ,

  knowledge management

  , and

  process optimization

  .

• Identify Automation Opportunities

  : Proactively

  identify and implement automation solutions

  to reduce manual effort, minimize errors, and enhance overall performance.

• Foster Self-Development

  : Commit to personal growth by actively exploring new learning opportunities through both

  formal training programs

  and

  informal development channels

  .

• Promote Employee Engagement

  : Actively participate in and encourage team involvement in

  organizational initiatives

  and

  employee engagement activities

  to foster a positive work environment.

• Support Talent Acquisition & Development

  : Contribute to

  hiring efforts

  and lead or support

  skill enhancement initiatives

  that build team capabilities and future readiness.

• Champion Continuous Improvement

  : Make a meaningful impact by

  challenging the status quo

  constructively, identifying areas for improvement, and recommending practical, innovative solutions that benefit the team and Epsilon as a whole.

Qualifications:

• Proven experience in

  Operations Management

  ,

  Client Delivery

  , or similar roles in a service driven environment.
• Solid understanding of

  ITIL processes

  and standard methodologies.
• Demonstrated ability to manage

  production support operations

  , including incident and problem management.
• Effective leadership skills with a track record of

  managing teams

  , including performance reviews and career development.
• Exceptional

  communication

  ,

  collaboration

  , and

  problem-solving

  abilities.
• Experience coordinating with

  cross-functional and geographically distributed teams

  .

Preferred Qualifications:

• Educational Qualifications – bachelor’s or master’s degree in computer science
• Experience Level – 10-12 Years (IT Service Delivery/Operations MGMT)
• ITIL Foundation, Project Management or higher certification.
• Experience in SaaS/Cloud-based environments or enterprise-level service delivery.
• Exposure to customer relationship management and stakeholder engagement in a client-facing role.
• Solid Technical Background in L1, L2, and L3 Application Support, with a deep understanding of production operations and issue resolution across support tiers.
• Proven Experience in Transitioning production operations activities, including knowledge transfer, process handover, and steady-state setup.

Familiarity with:

• ETL processes

• Cloud environments

  ,

  data centres

  , and

  network/infrastructure components

• Business Continuity Planning (BCP)

  strategies
• Proficient in

  Microsoft Office tools

  for documentation, reporting, and stake-holder communication.
• Working knowledge of at least one leading

  ITSM (IT Service Management) platform

  such as

  ServiceNow

  ,

  BMC Remedy

  or equivalent.

Personal Attributes:

• Demonstrates professionalism and integrity in all interactions and decisions.
• A self-starter with a proactive mindset and strong sense of ownership.
• Possesses excellent verbal and written communication skills in English.
• Highly organized, with proven ability to coordinate and manage tasks across multiple team members and stake-holders.
• Committed to continuous learning and fostering both individual and team development.
• Adaptable and agile, able to quickly respond to changes in technology and business requirements.
• Strong analytical and problem-solving skills, with the ability to diagnose issues and propose effective solutions.