Technical Operations Manager

Job Title: Technical Operations Manager

Location: Madhapur Hyderabad.

Job Summary:

Technical Operations Manager

You will play a key role in service quality, technical staff leadership, incident resolution, and operational improvements. The ideal candidate has a strong background in IT service management, technical infrastructure, and team leadership.

Key Responsibilities:

• Lead, manage, and mentor technical support and infrastructure teams (L1, L2, and L3).
• Oversee day-to-day operations of service delivery, including monitoring service tickets, escalations, and incident resolution.
• Ensure SLAs and KPIs are met or exceeded across all client accounts.
• Collaborate with account managers and clients to understand evolving technical needs and align services accordingly.
• Develop and implement IT operational policies, processes, and documentation in line with industry standards (e.g., ITIL).
• Drive continuous improvement across technical processes, including automation and standardization of service delivery.
• Coordinate and manage major incident responses, including root cause analysis and post-mortems.
• Manage vendor relationships, contracts, licensing, and renewals.
• Provide regular reporting on team performance, service quality, and infrastructure status to leadership and clients.
• Oversee patch management, backups, system upgrades, and compliance-related activities.
• Contribute to project planning and resourcing for infrastructure upgrades or client onboarding.

Qualifications:

Education & Experience:

• Bachelor's degree in information technology, Computer Science, or a related field (Masters preferred).
• 3-6 years of experience in IT operations or service delivery within an IT services or managed services provider (MSP) environment.
• At least 2 years of people management experience in a technical team.

Technical Expertise:

• Strong understanding of IT infrastructure including Windows/Linux servers, networking, firewalls, cloud services (Azure/AWS), and virtualization (VMware/Hyper-V).
• Experience with ITSM tools (e.g., ServiceNow, Freshservice, ConnectWise, Zendesk).
• Solid knowledge of Active Directory, Microsoft 365, backup solutions, and endpoint management.
• Exposure to scripting or automation (PowerShell, Python) is a plus.