We are seeking a highly skilled and proactive Operations Manager – Infrastructure to lead and manage infrastructure operations in a dynamic, 24x7 environment. The ideal candidate will have strong technical acumen, proven experience in managing critical incidents (P1/P2), driving Post-Incident Reviews (PIRs), and delivering exceptional customer service. This role demands leadership in managing remote teams and working within a managed services framework.
Key Responsibilities
- Oversee day-to-day infrastructure operations ensuring high availability and performance.
- Ensure adherence to SLAs, KPIs, and compliance standards.
- Lead and drive P1/P2 incident calls with cross-functional teams.
- Ensure timely resolution and communication to stakeholders.
- Conduct and review Post-Incident Reports (PIRs) with root cause analysis and preventive actions.
- Act as the primary point of contact for customer escalations.
- Build strong relationships with clients and internal stakeholders.
- Ensure customer satisfaction through proactive communication and service excellence.
- Manage and mentor remote and distributed teams across geographies.
- Foster a culture of accountability, collaboration, and continuous improvement.
- Work closely with service providers to ensure delivery quality and contractual compliance.
- Monitor vendor performance and drive service improvements.
- Communication both Oral and written must be @ a good standard
- Strong Co-ordination and influencing ability to drive Incidents or BAU tasks (I.e. Updates, upgrades, etc..) to closure
- Has experience managing/leading cross functional team
- Has experience or involved in user experience improvements, identifying trends and risks.
- Ability to communicate clearly with both technical and non-technical people.
- Strong technical skill set in Data Center (DC) Services, with prior hands-on working knowledge
- Knowledge application support(optional) to understand the issues pertaining to application side
- Experience in handling Major Incidents along with effective stakeholder management
- Experience managing or working with offshore and remote teams
- Knowledge of the CPG environment (optional)
- Good understanding of ITSM processes and related governance
Preferred Technical Knowledge
- Strong understanding of IT Infrastructure domains: Servers, Storage, Networking, Cloud (AWS), Virtualization, End user computing and Service Desk
- Familiarity with ITIL processes and tools – ServiceNow.
- Experience with monitoring tools (e.g., SolarWinds, , Dynatrace).
- Knowledge of automation and scripting (e.g., PowerShell, Python) is a plus.
Experience
- 10+ years of experience in IT Infrastructure Operations, with at least 5 years in managerial role.
- Proven experience in managing 24x7 operations and critical incident handling.
- Experience in working with remote teams and global delivery models.
- Exposure to managed services environments and vendor governance.
Soft Skills
- Excellent communication and interpersonal skills.
- Strong analytical and problem-solving abilities.
- Ability to work under pressure and manage multiple priorities.
- Leadership and team-building capabilities.