Operations Manager IT Service Desk & NOC

2 - 8 years

4 - 10 Lacs

Posted:1 month ago| Platform: Naukri logo

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Job Type

Full Time

Job Description

Role Overview

The Operations Manager will lead the Service Desk and Network Operations Center (NOC) teams, ensuring seamless frontline support, effective monitoring oversight, and high service quality across a global IT environment. This is a leadership role focused on driving team performance, process excellence, stakeholder engagement, and continuous improvement in IT operations and service management.

Key Responsibilities

  • Lead, mentor, and develop Service Desk and NOC team leads and engineers; oversee staffing, shift coverage, and 24x7 operations.
  • Drive SLA, FCR, MTTD/MTTR improvements; own escalation workflows and root cause analysis for P1/P2 incidents.
  • Oversee NOC operations by guiding teams responsible for monitoring, alert management, and capacity planning.
  • Oversee Service Desk operations including ticket quality, knowledge management, and customer satisfaction.
  • Partner with cross-functional teams to ensure integrated service delivery and effective incident resolution.
  • Govern reporting and analytics: review dashboards, KPIs, and performance trends; present insights during regular leadership reviews.
  • Ensure compliance with ITIL, governance, and audit standards; maintain readiness for BCP/DR.
  • Drive process improvement, automation, and operational efficiency initiatives.
  • Lead team development programs including training, certifications, mentorship, and recognition.

  • Bachelor s degree in IT/related field or equivalent experience.
  • Proven experience managing multi-disciplinary IT support teams (Service Desk and/or NOC).
  • Strong background in ITSM frameworks and ITIL best practices.
  • Exp

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