Manager - Infrastructure & Corporate Systems

Title : Manager - Infrastructure & Corporate Systems

Location : Vadodara (Work from office)

Shift : US/Night Shift

Role Overview

We are hiring a Manager - Infrastructure & Corporate Systems to lead both corporate infrastructure operations and corporate system support from the Vadodara delivery center. This combined role owns end-to-end accountability for the System Administrator and Operations Engineer teams, covering Microsoft 365 / identity & end-user support, VMware compute, GCP platform operations (Kubernetes, Kafka, Terraform/GitHub), service delivery quality, and US-shift operational readiness.

Leadership Scope

• Manage, coach, and develop the System Administrator team (O365 Global Admin, VMware compute, L2/L3 end-user support).
• Manage, coach, and develop the Operations Engineer team (VMware L3, GCP, Kubernetes/GKE, Kafka, Terraform + GitHub).
• Set priorities, shift coverage, escalation paths, and on-call/handover discipline for US Shift only operations.
• Own hiring support, performance management, skill-gap planning, and succession for both teams.
• Act as primary escalation point for major incidents spanning infrastructure and system support.

Key Responsibilities

Corporate Infrastructure Management

• Own strategy and day-to-day reliability of corporate infrastructure: VMware compute, servers, related storage/network touchpoints, and GCP landing zones / platform services.
• Drive capacity planning, patching calendars, lifecycle upgrades, and technical debt reduction.
• Ensure production readiness for GCP, Kubernetes/GKE, Kafka, and Terraform/GitHub delivery practices through the Operations Engineer team.
• Establish infrastructure standards, runbooks, architecture documentation, and change governance.
• Partner with security, network, and application teams on DR/BCP, backup validation, and resilience.
• Manage vendors/AMCs, infrastructure procurement inputs, and cost/FinOps awareness for cloud and on-prem assets.

Corporate System Support Management

• Own corporate system support quality for Microsoft 365 / Entra ID, endpoint/collaboration services, and L2/L3 end-user experience.
• Ensure System Administrator team delivers Global Admin hygiene, JML processes, privileged access control, and SLA-compliant ticket handling.
• Define support operating model: queues, escalation matrix, KB quality, major-incident communication, and customer satisfaction metrics.
• Drive continuous improvement to reduce repeat tickets, improve first-time resolution at L2, and strengthen L3 ownership.
• Align support processes with ITIL-aligned incident, problem, and change management.

People, Process & Governance

• Build weekly/monthly operational reviews covering SLA/OLA, incident trends, backlog health, change success, and platform risk.
• Enforce least-privilege access, audit readiness, and compliance with corporate security policies.
• Lead RCA quality for Sev-1/Sev-2 incidents and ensure permanent fixes are tracked to closure.
• Coordinate US-shift coverage, leave planning, and knowledge continuity so operations remain uninterrupted.
• Present clear status, risks, and asks to leadership stakeholders.

Required Skills & Experience

• 8-10 years overall experience in IT infrastructure and/or enterprise system support, with at least 3-4 years in a team lead / manager capacity.
• Proven experience managing or strongly leading both System Administration / end-user & M365 support, and Infrastructure / cloud operations (VMware and preferably GCP).
• Working knowledge across Microsoft 365 / Entra ID / Windows Server / AD.
• Working knowledge of VMware vSphere (compute operations and L3 escalation handling).
• Working knowledge of GCP foundations, Kubernetes, IaC (Terraform), and source control (GitHub).
• Experience with ticketing/ITSM tools and SLA-driven support delivery.
• Strong people-management skills: coaching, performance feedback, workload balancing, and conflict resolution.
• Experience running US-shift operations and major-incident command.
• Excellent English communication for stakeholder updates, RCAs, and cross-geography collaboration.
• Ability to translate technical issues into business impact and actionable plans.

Preferred / Nice to Have

• ITIL Foundation (or higher) certification.
• Cloud certifications (GCP Associate/Professional, Azure Administrator) and/or VMware / Microsoft certifications.
• Experience in captive centers / GCC / offshore delivery supporting US customers.
• Exposure to Kafka/event platforms, observability stacks (Prometheus/Grafana/Cloud Monitoring), and FinOps practices.
• Prior ownership of budget inputs, vendor management, and audit/compliance cycles.
• Experience building career paths for SysAdmin and Ops/Cloud engineers.

Education

Bachelor's degree in Computer Science, IT, Engineering, or equivalent practical experience.

Soft Skills

• Accountable ownership mindset across infrastructure + support domains.
• Calm under pressure during US-business-hours incidents.
• Clear prioritization and decision-making with incomplete information.
• Collaborative leadership with strong documentation and follow-through.