Hitouch Operation Manager

Role & Responsibilities -

• Act as the primary operational point of contact for strategic enterprise customers in network operations environments.
• Manage P1/P2 and major incidents, critical escalations, and service restoration activities.
• Lead incident bridge calls and coordinate Network Engineering, Operations, Infrastructure, Security, vendors, and other resolver teams.
• Provide timely customer and executive-level updates on business impact, technical progress, risks, and resolution timelines.
• Drive escalation management, SLA/KPI tracking, Root Cause Analysis (RCA), Post-Incident Reviews (PIR), and corrective action closure.
• Coordinate network projects, planned maintenance, changes, upgrades, migrations, and operational readiness activities.
• Track project milestones, dependencies, risks, issues, and deliverables across multiple teams.
• Prepare operational reports, executive dashboards, service performance reviews, and customer governance presentations.
• Identify recurring operational issues and drive service improvement, risk reduction, and operational efficiency.
• Maintain strong customer relationships and ensure service commitments and operational deliverables are met.

Preferred Candidate Profile -

• 35 years of experience in Network Operations, Major Incident Management, Service Delivery, Technical Project Management, or IT Service Management.
• Strong understanding of enterprise networking concepts, including Cisco technologies, LAN/WAN, routing, switching, routers, switches, and VPN.
• Proven experience managing P1/P2 incidents, major incidents, critical escalations, and service restoration.
• Experience leading incident bridge calls and coordinating cross-functional technical teams.
• Strong enterprise customer-facing experience with the ability to communicate technical issues clearly to customers, senior management, and executives.
• Hands-on experience with RCA, PIR, SLA/KPI monitoring, incident reporting, and corrective/preventive action tracking.
• Experience coordinating technical projects, network changes, maintenance activities, migrations, or infrastructure upgrades.
• Strong stakeholder management, ownership, problem-solving, presentation, and communication skills.
• Proficiency in MS Excel and PowerPoint; experience with ServiceNow or other ITSM platforms is preferred.
• Cisco certifications (CCNA/CCNP), ITIL, PMP/PRINCE2, NOC, or Service Delivery experience would be an added advantage.