Manager - Digital & Operations

As a Manager - Digital & Operations, you will be responsible for managing a team that delivers high-performance technology operations and support services across enterprise systems. This role includes ownership of end-to-end service management, stakeholder engagement, incident response, and team leadership to ensure smooth operations and alignment with business expectations. You will also serve as the Scrum Master for the team, driving Agile practices, eliminating delivery roadblocks, and fostering a culture of accountability, collaboration, and continuous improvement. The ideal candidate brings deep operational leadership experience, a continuous improvement mindset, and strong IT service management expertise across on-prem and cloud platforms.

JOB REQUIREMENTS

Education and Certifications

• Bachelor's or Master's degree in information technology, computer science, or a related field

• ITIL certification preferred; certifications in Agile/Scrum or PMP is preferred

Required Experience

• 9-12 years of IT experience with at least 5 years in an IT operations leadership or service delivery role

• Proven experience managing global operations, incident resolution, change and release management, and team leadership in a GCC setup

• Familiarity with ITSM tools (e.g., ServiceNow), SLAs, and cloud/hybrid infrastructure monitoring

Essential skills

• Strong knowledge of IT operations, infrastructure management, and enterprise application support

• Expertise in incident, change, problem, and release management frameworks and practices

• Experience leading geographically distributed teams in 24x7 support environments

• Experience with Agile/Scrum, SRE, AIOps, DevOps, FinOps models, and automation practices

• Strong communication, crisis management, and stakeholder management skills

• Proven expertise in managing enterprise-grade Linux environments, including system performance, patching, and automation

• Strong command over Snowflake architecture, data warehousing concepts, and performance optimization, with experience in managing data pipelines and governance

• Ability to assess operational health and drive continuous improvement initiatives for stability and performance

Desired skills

• Experience managing support teams for SAP, cloud-based (GCP), or custom-built platforms

• Experience in managing end-to-end data integration and transformation using SAP BODS and MuleSoft, ensuring seamless connectivity across heterogeneous systems

• Working knowledge of monitoring and alerting tools, infrastructure scripting, or observability platforms

• Exposure to vendor management and service contracts

• Ability to manage escalations, executive reporting, and audit / regulatory compliance for support functions

• Strategizes adoption of AI OPS to drive intelligent automation across IT operations

• Guides teams in operationalizing ML models with a focus on governance and scalability

• Familiarity with API-first approaches to enable modular and interoperable system design

ROLES & RESPONSIBILITIES

Strategy and Planning

• Define operational strategy, team structure, and service delivery models aligned with business priorities

• Identify areas of operational risk and implement mitigation and continuity plans

• Develop annual resource plans and operational budgets in partnership with senior leadership

Delivery and Execution

• Oversee daily support operations, ensuring stability, availability, and reliability of technology services

• Manage major incident response and resolution, coordinating across internal and external teams

• Drive process improvements in ticket resolution, knowledge management, and system monitoring

• Track and report on SLAs, KPIs, and key operational metrics

Support and Enablement

• Lead, mentor, and develop digital & operations and technical leads, fostering a high-performance culture

• Collaborate with business stakeholders, product teams, and infrastructure teams to resolve service-impacting issues

• Own change control, risk assessments, and operational readiness for new deployments and enhancements

• Ensure compliance with internal IT controls, security standards, and audit requirements

People Leadership

• Provide coaching, direction, and performance management for the operations team

• Build a culture of accountability, responsiveness, and service excellence

• Align team goals to broader technology and organizational objectives