Technical Operation Manager

Key Responsibilities:

• Manage 24x7 managed services operations and service delivery.


• Ensure adherence to SLAs, OLAs, and KPIs.


• Performance KPI s


• Lead incident, problem, change, and escalation management.


• Drive root cause analysis (RCA) and preventive actions.


• Provide technical leadership to L2/L3 support teams.


• Manage shift rosters, performance management, and training plans.


• Coordinate with vendors and third-party service providers.


• Conduct customer service reviews and operational reporting.


• Implement ITIL/ITSM processes and continuous improvement initiatives.

Technical Skills:

• Cloud platforms: AWS, Azure, GCP


• Virtualization: VMware, Hyper-V


• Operating Systems: Linux (RHEL, CentOS), Windows Server


• Networking: TCP/IP, DNS, Firewalls, Load Balancers


• Monitoring tools: Nagios, Zabbix, Prometheus, Grafana


• Ticketing tools: ServiceNow, BMC Remedy, Jira Service Management

Certifications (Preferred):

• ITIL v3/v4


• PMP / PRINCE2 (Preferred)


• Cloud certifications (AWS/Azure/GCP)


• VMware VCP