Shift Manager (Technical) L3 - Swan Solutions

We are looking for an experienced Shift Manager (Technical) L3 to lead and manage technical operations in a 24 7 enterprise IT infrastructure environment. The role involves managing technical teams, overseeing ticket resolution, ensuring SLA adherence, handling escalations, supporting incident and change management processes, and providing operational insights to management.

The ideal candidate should have strong experience in IT operations and team management, along with good knowledge of VMware environments and IT service management processes.

Location: CBD Belapur, Navi Mumbai Client Site

Department: IT Infrastructure

Employment Type: Full time / Permanent

Experience: Minimum 8 Years of relevant experience

Working Days: As per 24 7 operations

Shift: 24 7 Rotational Shifts

Key Responsibilities
- Supervise and manage the technical team on the floor during assigned shifts.
- Ensure adherence to shift schedules, operational processes, and service level agreements.
- Monitor and oversee the resolution of incidents,



service requests, and problems within defined SLAs.
- Handle technical escalations and coordinate with relevant teams for timely resolution.
- Monitor team performance, productivity, ticket volumes, resolution times, and SLA compliance.
- Provide regular operational updates and performance reports to senior management.
- Manage and report on incident management activities, including response times, resolution rates, and post-incident reviews.
- Identify recurring incidents and operational trends and recommend process improvements.
- Support Change Management processes by ensuring compliance with approved change procedures.
- Oversee change implementation during assigned shifts and report on change success rates and potential issues.
- Coordinate with L1, L2, L3, infrastructure, application, and other technical teams for effective issue resolution.
- Ensure proper shift handover and continuity of critica

📌 Shift Manager (Mumbai)
🏢 Swan Solutions
📍 Mumbai