Role & responsibilities

Key Responsibilities

1. Operations & Team Leadership

Multi-Site Management: Lead, mentor, and manage a distributed team of 50+ EUS and DC support engineers across multiple regional offices.

Resource Allocation: Optimize staffing models, shift rosters, and skill matrices to ensure 24/7/365 coverage where required.

Vendor & Partner Management: Oversee third-party contractors and hardware vendors to ensure compliance with operational standards and deliverables.

2. Service Delivery & SLA Management

Performance Metrics: Own, monitor, and report on operational KPIs, Service Level Agreements (SLAs), and Experience Level Agreements (XLAs).

Incident & Problem Management: Serve as the escalation point for major incidents. Lead Root Cause Analysis (RCA) meetings to ensure permanent fixes rather than temporary workarounds.

Governance: Conduct weekly, monthly, and quarterly operational reviews with stakeholders and executive leadership.

CSAT and ESAT

3. Proactive Infrastructure & Data Center Support

DC Operations: Oversee smart-hands support for local/remote Data Centers, including racking/stacking, cabling, power monitoring, inventory management, and disaster recovery readiness.

Asset Lifecycle Management: Manage the end-to-end lifecycle of IT assets (hardware procurement, provisioning, maintenance, and secure disposal).

4. Continual Service Improvement (CSI) & Automation

Shift-Left Strategy: Drive initiatives to move resolutions closer to the user (self-service portals, automation, and automated healing scripts).

Process Optimization:



Standardize ITIL processes across all locations to eliminate operational silos and redundancies.

Trend Analysis: Leverage ticket data and analytics to proactively identify underlying infrastructure weaknesses before they impact users.

Required Qualifications & Skills

Experience

Overall Experience: 1012+ years in IT Infrastructure and Operations.

Management Experience: Minimum 4–5 years specifically managing large, distributed teams (50+ resources) across multiple locations.

Domain Expertise: Strong dual exposure to both End User Services (Service Desk, Desktop Support, Executive VIP Support) and Data Center Operations (Server/Network smart-hands, MDF/IDF closet management).

Technical & Process Competencies

Frameworks: Deep understanding of ITIL v3/v4 frameworks (ITIL Certification preferred).

Tools: Expert-level familiarity with ITSM platforms (e.g., ServiceNow, Jira Service Management) and endpoint management tools (e.g., SCCM, Intune, Tanium).

Reporting: Proficient in data analytics tools (e.g., PowerBI, Tableau) to build operational dashboards.

Soft Skills

Proactive Mindset: A demonstrable history of implementing preventive maintenance and reducing ticket volumes year-over-year.

Team Player, Support the team when stuck

Communication: Exceptional interpersonal and communication skills to interface effectively with site leads, remote teams, and C-level executives.

Resilience: Ability to thrive and maintain composure in high-pressure, quick-paced crisis situations.

Preferred candidate profile

📌 Operation Manager, Lower Parel (Mumbai Suburban)
🏢 Team Computers
📍 Mumbai Suburban