Infrastructure Operations Manager

Role Brief

We are looking for a hands-on infrastructure professional to drive enterprise infrastructure stability, reliability and IT Service Management (ITSM) excellence. The role requires strong technical expertise across on-premises and cloud infrastructure, with the ability to troubleshoot complex production issues across compute, network, storage and cloud environments. The individual will lead critical incident resolution, strengthen infrastructure resilience and drive continuous improvement in operational efficiency.

Key Roles and Responsibilities

• Own infrastructure stability, performance and reliability across production environments.
• Lead P1/P2 incident war rooms, drive technical triage and ensure timely resolution.
• Conduct root cause analysis and implement preventive actions to eliminate recurring incidents.
• Govern infrastructure changes, including patching, upgrades, deployments and disaster recovery drills.
• Drive ITSM process adherence, change governance and continuous improvement.
• Monitor infrastructure health, identify performance bottlenecks and optimise capacity, availability and resilience.
• Ensure end-to-end visibility across compute, network, storage, cloud and database dependencies.
• Collaborate with application, security and vendor teams to resolve cross-functional issues and meet service-level agreements.
• Drive automation, preventive controls and operational efficiency to reduce reactive firefighting.

Experience and Skills Required

• 12 to 15 years of experience in enterprise IT infrastructure and operations.
• Strong hands-on expertise in Windows/Linux servers, VMware/Hyper-V, networking, storage, backup and disaster recovery.
• Experience with cloud platforms, preferably Microsoft Azure; AWS/GCP exposure is an advantage.
• Proven experience in Major Incident Management (P1/P2), technical troubleshooting, root cause analysis and problem resolution.
• Strong understanding of ITIL/ITSM processes, including Incident, Problem, Change and Release Management.
• Experience with monitoring and observability tools such as Dynatrace or SolarWinds, and ITSM tools such as ServiceNow or Freshservice.
• Working knowledge of PowerShell, Python or Bash scripting, and exposure to containers/Kubernetes.
• Strong analytical, troubleshooting, stakeholder management and crisis management skills.