Operations Manager

Desired Competencies (Technical/Behavioral Competency)

• 12+ years of IT infrastructure operations experience, including at least 5 years in an operations management or service delivery leadership role.
• Experience managing large BFSI or banking managed services accounts.
• Demonstrated ability to lead distributed, multi-tower operations teams.
• Experience managing senior customer stakeholders and complex operational escalations

Responsibility of / Expectations from the Role

• Consistent achievement of contractual SLAs and KPIs
• Reduced MTTR and effective major incident recovery
• Timely, evidence-based RCA and preventive action closure
• Improved change success rate and lower change-related incidents
• Reduction in aging, repeat, and avoidable incidents
• Improved stakeholder confidence and service experience
• Timely closure of actions, risks, and audit observations
• Measurable productivity, reliability, and monitoring improvements