Manager - IT operations and support

Role & responsibilities

• 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
• 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
• Lead, mentor, and develop IT support engineers 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
• 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

Preferred candidate profile

• 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
• 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
• 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