Operations Manager - GCC

Operations Manager Hyderabad Center of Excellence

BizCloud Experts (BCE)

Location: Madhapur, Hyderabad, India
Employment: Full-Time | On-Site
Environment: 247 Global Technology Operations

About the Role

BizCloud Experts is seeking an experienced, hands-on Operations Manager to lead our Hyderabad Center of Excellence (CoE).

Our Hyderabad center is an integral part of BCE's global organization, operating 247 and supporting multiple business functions, customer engagements, and technology practices.

Most functional leadership is based in the United States, while our Hyderabad team includes engineers, technical leads, support personnel, and other professionals working both on-site and remotely.

The Operations Manager will serve as BCE's primary local management representative, responsible for the site, its people, operational discipline, and coordination with US-based leadership.

This is not a traditional office administration or facilities management role. We are looking for a leader who can take ownership, exercise sound judgment, address problems proactively, and create an environment where employees and functional teams can succeed.

Key Responsibilities

1. Center of Excellence Operations

• Take ownership of the Madhapur office and its day-to-day operations.
• Ensure operational readiness for a 247 working environment, including nights, weekends, and holidays.
• Manage workplace facilities, infrastructure coordination, security, vendors, and general administration.
• Establish shift handover, escalation, and business continuity procedures.
• Maintain a safe, productive, professional, and collaborative work environment.

2. People Leadership & Accountability

• Serve as the local management point of contact for all employees assigned to the Hyderabad center, including on-site and remote personnel.
• Manage attendance, work schedules, leave coordination, availability, workplace conduct, and employee concerns.
• Work with US functional leaders on employee performance, coaching, development, and corrective actions.
• Coordinate employee onboarding, offboarding, and HR-related processes.
• Promote employee engagement, collaboration, professional development, and BCE's organizational values.
• Address local employee issues promptly rather than allowing them to become remote management escalations.

3. Partnership with US Functional Leadership

• Maintain regular communication with functional leaders based in the United States.
• Understand staffing requirements, work schedules, operational dependencies, and business priorities across functions.
• Coordinate with local technical leads to identify and resolve obstacles affecting team effectiveness.
• Provide visibility into employee availability, operational risks, staffing gaps, and workplace concerns.
• Ensure functional decisions are implemented effectively at the local level.
• Escalate delivery-related concerns to the appropriate functional leader while taking ownership of local operational resolution.

Functional leaders remain accountable for technical direction, customer deliverables, project priorities, and technical performance. The Operations Manager is accountable for local execution of people and site operations.

4. 247 Workforce Coordination

• Ensure clear operational ownership across all shifts.
• Maintain visibility into staffing, shift coverage, employee availability, and operational handoffs.
• Coordinate with US leaders to address scheduling conflicts, resource availability, and coverage gaps.
• Establish reliable procedures for after-hours issues and emergencies.
• Ensure continuity without depending on one individual being available around the clock.

5. Operational Excellence & Continuous Improvement

• Establish clear, practical operating procedures for site and workforce management.
• Develop dashboards and meaningful operational metrics.
• Identify recurring operational problems and eliminate their root causes.
• Introduce automation and self-service wherever practical.
• Improve communication and coordination between Hyderabad and US teams.
• Build an operating environment that scales without unnecessary management overhead.

Qualifications

• 7–12 years of experience in operations, people management, or technology center management.
• Experience managing an India-based technology delivery center, global capability center, or IT services operation.
• Demonstrated ability to work with geographically distributed functional leadership.
• Experience supporting shift-based or 247 operations.
• Strong people management, employee relations, and conflict resolution skills.
• Excellent written and verbal English communication skills.
• Ability to work independently, make decisions, and manage competing priorities.
• Familiarity with HR operations, workplace compliance, and operational reporting.

Experience working with US-headquartered technology companies is strongly preferred.

What Success Looks Like

• The Hyderabad center operates reliably and efficiently across all shifts.
• Employees have accessible local leadership regardless of their functional reporting structure.
• US functional leaders have confidence in local operational execution.
• Attendance, availability, employee concerns, and operational issues are addressed consistently.
• Local technical leads and functional teams collaborate effectively.
• Site issues are anticipated and resolved before they affect business operations.
• Employees working remotely remain engaged, accountable, and connected.
• Operational processes become increasingly standardized, measurable, and automated.

The Person We Are Looking For

We need someone who is comfortable taking responsibility without waiting for instructions.

Someone who can work with engineers and technical leads, communicate confidently with US executives, manage difficult employee situations fairly, and balance organizational discipline with employee well-being.

This individual must be willing to roll up their sleeves, solve problems, and lead by example.

At BCE, leadership is measured by ownership, problem-solving, and outcomes—not hierarchy or titles.