IT Operations Manager

About the Role

We are looking for a seasoned IT Operations Manager to spearhead the delivery of enterprise-grade Managed Services, lead cross-functional technical teams, and serve as the primary on-site liaison for our valued customers. In this pivotal role, you will be responsible for driving IT service governance, ensuring operational excellence, maintaining strict SLA compliance, managing stakeholder relationships, and fostering continuous service improvement—all while adhering to ITIL best practices. Your expertise will be instrumental in shaping the efficiency, reliability, and scalability of our IT operations, ensuring seamless service delivery and customer satisfaction.

Key Responsibilities

• Managed Services Leadership: Oversee the day-to-day delivery of IT Managed Services, ensuring operational excellence and adherence to defined service levels.
• SLA & KPI Governance: Monitor, analyze, and govern Service Level Agreements (SLAs), Key Performance Indicators (KPIs), incident response protocols, service requests, and change management activities to maintain high service standards.
• ITSM Process Optimization: Design, implement, and refine IT Service Management (ITSM) workflows, escalation procedures, and operational protocols to enhance efficiency and service quality.
• Team Leadership & Supervision: Manage and mentor Service Desk, 24x7 Network Operations Center (NOC), and Level 2 (L2) teams, including Infrastructure, Systems, Network, Security, and Cloud specialists, to ensure cohesive and high-performing operations.
• Technical Coordination: Collaborate with Level 3 (L3) engineers and Subject Matter Experts (SMEs) to resolve complex technical challenges, drive infrastructure enhancements, and implement best practices across systems.
• Incident & Problem Management: Lead Major Incident Management, Problem Management, Root Cause Analysis (RCA), and preventive maintenance initiatives to minimize downtime and proactively address recurring issues.
• Documentation & Knowledge Management: Ensure the accuracy and currency of the Knowledge Base (KB), Standard Operating Procedures (SOPs), and operational documentation to support consistent service delivery and knowledge sharing.
• IT Asset Lifecycle Management: Oversee the end-to-end lifecycle of IT assets, including hardware maintenance, Return Merchandise Authorization (RMA) processes, and vendor coordination to optimize resource utilization and cost efficiency.
• Stakeholder Communication: Prepare executive-level reports, SLA dashboards, and operational reviews, and deliver regular service updates to customer stakeholders to maintain transparency and alignment with business objectives.
• Continuous Improvement: Identify opportunities for service enhancement, conduct gap analyses, and recommend infrastructure modernization initiatives to drive operational excellence and innovation.

Required Skills & Competencies

• IT Operations Management: Proven expertise in managing enterprise IT operations and Managed Services delivery.
• ITIL Service Management: Strong understanding of ITIL frameworks and best practices for service delivery and governance.
• Service Desk & NOC Management: Experience in leading and optimizing Service Desk and 24x7 NOC operations.
• SLA & KPI Governance: Ability to monitor, analyze, and enforce SLA and KPI compliance to ensure service quality.
• Incident, Problem & Change Management: Proficiency in managing incident response, problem resolution, and change control processes.
• Root Cause Analysis (RCA): Skilled in conducting thorough RCA to identify root causes of issues and implement preventive measures.
• ITSM Platforms: Hands-on experience with ITSM tools such as ManageEngine and ServiceNow.
• Vendor & Asset Management: Expertise in coordinating with vendors and managing IT assets throughout their lifecycle.
• Infrastructure Operations: Deep knowledge of VMware, Active Directory, SQL, Storage, Network, Security, and Cloud technologies.
• Leadership & Stakeholder Management: Strong leadership abilities with a track record of managing technical teams and engaging with stakeholders at all levels.

Qualifications & Experience

To qualify for this role, you must possess the following:

• A Bachelor’s degree in Computer Science, Information Technology, Computer Engineering, or a closely related technical discipline.
• A minimum of 6–8 years of hands-on experience in enterprise IT Operations and Managed Services environments.
• Proven leadership experience in managing technical teams within enterprise IT support and operations settings.

While not mandatory, the following certifications are highly preferred:

• ITIL Foundation v4 (Required)
• CCNP
• VMware VCP
• MCSE
• Equivalent enterprise infrastructure or cloud certifications