Role Summary

Mitra is looking for a Senior Technical Service Manager – Infrastructure & Cloud to lead the operational management of a strategic US enterprise customer's hybrid infrastructure workplace.

The role is responsible for the day-to-day management, service delivery, and technical governance of a large infrastructure estate comprising 200+ on-premises servers, while supporting the customer's transition to AWS. The successful candidate will own the infrastructure service end-to-end—ensuring operational stability, SLA compliance, incident management, and customer satisfaction across both on-premises and cloud environments.

This is not a migration delivery role. Instead, the Technical Service Manager will facilitate and govern the transition, working closely with infrastructure engineers and cloud architects while taking full ownership of the operational service before, during, and after migration. As workloads move to AWS, the role will evolve to manage both the remaining on-premises infrastructure and the newly established cloud environment.

Key Responsibilities

- Own the day-to-day delivery of managed infrastructure services across on-premises and AWS environments.
- Act as the primary technical and operational contact for the client, managing stakeholder relationships and service governance.
- Ensure infrastructure availability, performance, security, monitoring, backup, disaster recovery, and SLA compliance.
- Coordinate infrastructure support teams, cloud engineers, and third-party vendors to deliver high-quality managed services.
- Facilitate the client's on-premises to AWS transition by ensuring operational readiness, service continuity, and successful handover into managed operations.
- Lead ITIL-based Incident, Problem, Change, and Major Incident Management processes.
- Drive continuous service improvement, automation, operational efficiency,



and infrastructure best practices.
- Mentor technical teams and provide leadership on complex infrastructure and operational issues.

Requirements

- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline.
- 10+ years of experience in Infrastructure Operations, Technical Service Management, or Managed Services.
- Proven experience managing and supporting enterprise on-premises infrastructure, including Windows/Linux servers, VMware, Active Directory, networking, storage, backup, and disaster recovery.
- Hands-on experience managing AWS infrastructure and cloud operations, with a solid understanding of core AWS services such as EC2, VPC, IAM, CloudWatch, Systems Manager, and AWS Backup.
- Experience supporting hybrid infrastructure environments, with responsibility for both on-premises and cloud platforms.
- Exposure to infrastructure modernization or cloud migration programmes, with the ability to ensure operational readiness and seamless transition into managed services.
- Strong understanding of ITIL Service Management processes, including Incident, Problem, Change, and Major Incident Management.
- Experience using enterprise ITSM and monitoring platforms such as ServiceNow, Jira Service Management, Datadog, SolarWinds, Splunk, or similar tools.
- Excellent client-facing communication, stakeholder management, and technical leadership skills.
- Proven ability to lead infrastructure support teams and coordinate cross-functional technical resources.

Preferred Certifications

- AWS Certified Solutions Architect – Associate or AWS SysOps Administrator – Associate (highly desirable).
- AWS Certified Solutions Architect – Professional (an added advantage).
- ITIL v4 Foundation or higher.
- Microsoft Azure Administrator, Windows Server Hybrid Administrator, VMware VCP, or PMP certifications will be considered an advantage.

📌 Senior Technical Service Manager Infrastructure & Cloud (Managed Services) (India)
🏢 Mitra AI
📍 India