Title : Manager - Infrastructure & Corporate Systems

Location : Vadodara (Work from office)

Shift : US/Night Shift

Role Overview

We are hiring a Manager - Infrastructure & Corporate Systems to lead both corporate infrastructure operations and corporate system support from the Vadodara delivery center. This combined role owns end-to-end accountability for the System Administrator and Operations Engineer teams, covering Microsoft 365 / identity & end-user support, VMware compute, GCP platform operations (Kubernetes, Kafka, Terraform/GitHub), service delivery quality, and US-shift operational readiness.

Leadership Scope

- Manage, coach, and develop the System Administrator team (O365 Global Admin, VMware compute, L2/L3 end-user support).
- Manage, coach, and develop the Operations Engineer team (VMware L3, GCP, Kubernetes/GKE, Kafka, Terraform + GitHub).
- Set priorities, shift coverage, escalation paths, and on-call/handover discipline for US Shift only operations.
- Own hiring support, performance management, skill-gap planning, and succession for both teams.
- Act as primary escalation point for major incidents spanning infrastructure and system support.

Key Responsibilities

Corporate Infrastructure Management

- Own strategy and day-to-day reliability of corporate infrastructure: VMware compute, servers, related storage/network touchpoints, and GCP landing zones / platform services.
- Drive capacity planning, patching calendars, lifecycle upgrades, and technical debt reduction.
- Ensure production readiness for GCP, Kubernetes/GKE, Kafka, and Terraform/GitHub delivery practices through the Operations Engineer team.
- Establish infrastructure standards, runbooks, architecture documentation, and change governance.
- Partner with security, network, and application teams on DR/BCP, backup validation, and resilience.
- Manage vendors/AMCs,



infrastructure procurement inputs, and cost/FinOps awareness for cloud and on-prem assets.

Corporate System Support Management
- Own corporate system support quality for Microsoft 365 / Entra ID, endpoint/collaboration services, and L2/L3 end-user experience.
- Ensure System Administrator team delivers Global Admin hygiene, JML processes, privileged access control, and SLA-compliant ticket handling.
- Define support operating model: queues, escalation matrix, KB quality, major-incident communication, and customer satisfaction metrics.
- Drive continuous improvement to reduce repeat tickets, improve first-time resolution at L2, and strengthen L3 ownership.
- Align support processes with ITIL-aligned incident, problem, and change management.

People, Process & Governance
- Build weekly/monthly operational reviews covering SLA/OLA, incident trends, backlog health, change success, and platform risk.
- Enforce least-privilege access, audit readiness, and compliance with corporate security policies.
- Lead RCA quality for Sev-1/Sev-2 incidents and ensure permanent fixes are tracked to closure.
- Coordinate US-shift coverage, leave planning, and knowledge continuity so operations remain uninterrupted.
- Present clear status, risks, and asks to leadership stakeholders.

Required Skills & Experience
- 8-10 years overall experience in IT infrastructure and/or enterprise system support, with at least 3-4 years in a team lead / manager capacity.




- Proven experience managing or strongly leading both System Administration / end-user & M365 support, and Infrastructure / cloud operations (VMware and preferably GCP).
- Working knowledge across Microsoft 365 / Entra ID / Windows Server / AD.
- Working knowledge of VMware vSphere (compute operations and L3 escalation handling).
- Working knowledge of GCP foundations, Kubernetes, IaC (Terraform), and source control (GitHub).
- Experience with ticketing/ITSM tools and SLA-driven support delivery.
- Strong people-management skills: coaching, performance feedback, workload balancing, and conflict resolution.
- Experience running US-shift operations and major-incident command.
- Excellent English communication for stakeholder updates, RCAs, and cross-geography collaboration.
- Ability to translate technical issues into business impact and actionable plans.

Preferred / Nice to Have
- ITIL Foundation (or higher) certification.
- Cloud certifications (GCP Associate/Professional, Azure Administrator) and/or VMware / Microsoft certifications.
- Experience in captive centers / GCC / offshore delivery supporting US customers.
- Exposure to Kafka/event platforms, observability stacks (Prometheus/Grafana/Cloud Monitoring), and FinOps practices.
- Prior ownership of budget inputs, vendor management, and audit/compliance cycles.
- Experience building career paths for SysAdmin and Ops/Cloud engineers.

Education Bachelor's degree in Computer Science, IT, Engineering, or equivalent practical experience.

Soft Skills

- Accountable ownership mindset across infrastructure + support domains.
- Calm under pressure during US-business-hours incidents.
- Clear prioritization and decision-making with incomplete information.
- Collaborative leadership with robust documentation and follow-through.

📌 Manager - Infrastructure & Corporate Systems (Vadodara)
🏢 VikingCloud India
📍 Vadodara