IT Operations Manager

Job Description 3: IT Operations Manager

Experience: Minimum 7 years in enterprise IT operations management

Education: BE / B.Tech / MCA / M.Sc in relevant disciplines

Certification: ITIL v3/v4 Foundation or Managing Professional preferred

Core Qualifications & Competencies

• Deep expertise in ITIL frameworks, specifically Incident, Problem, Change, and Configuration Management.
• Strong background in managing shift rotations, resource scheduling, and operational governance under a 16x6 model.
• Demonstrated ability in stakeholder management, vendor governance, and SLA/KPI reporting.

Key Responsibilities

• Oversee daily 16x6 operational delivery, ensuring proper shift overlap, coverage, and handovers.
• Act as the management escalation contact for critical incidents and SLA breach risks.
• Lead Problem Management workflows to ensure thorough RCAs and permanent resolution of recurring issues.
• Drive operational alignment with Cisco standards, client compliance requirements, and continuous service improvement (CSI).
• Manage client communication, operational governance reviews, and team performance metrics.

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