Operations Manager

We are looking for an experienced Operations Manager to lead a 24/7 support team responsible for ensuring continuous availability and reliability of critical business applications and data pipelines across cloud and on-prem environments.

The ideal candidate is technically hands-on, process-driven, and capable of maintaining high operational standards through strong incident management, governance, and team leadership.

Key Responsibilities

Lead and manage the 24/7 operations team, ensuring proactive monitoring, incident resolution, and seamless shift handovers.

Drive Root Cause Analysis (RCA) processes and ensure all incidents are followed through to closure with preventive measures.

Establish structured reporting and governance mechanisms including daily status updates, trend analysis, and performance dashboards.

Ensure SLA compliance, operational stability, and continuous improvement across all supported applications.

Act as the primary escalation point for production issues, coordinating with cross-functional teams to restore services promptly.

Collaborate with development, cloud, and data engineering teams to identify recurring issues and implement permanent fixes.

Maintain updated runbooks, SOPs, and shift documentation to ensure consistency and operational readiness.

Mentor and guide team members, fostering a culture of ownership, accountability, and service excellence.

Required Skills & Experience

710 years of experience in IT operations, production support, or service delivery roles.

Proven expertise in incident management, RCA, and operational reporting.

Strong understanding of monitoring frameworks, alerting systems, and escalation processes in a 24/7 environment.

Hands-on experience with SQL, scripting (Python/PowerShell), or automation tools for issue triage and process improvement.

Excellent communication and stakeholder management skills, with experience collaborating across multiple teams and time zones.

Demonstrated ability to lead a multi-shift operations team with focus on quality, discipline, and reliability.

Nice to Have

Experience with Power BI, Grafana, or similar tools for performance and incident dashboards.

Exposure to data flow monitoring (SFTP/API), job scheduling, or alert automation platforms.

Familiarity with ITIL practices (Incident, Problem, Change Management).

Working knowledge of cloud environments (Azure, AWS, or GCP) and ETL/data pipeline operations.