Role & responsibilities
- Define operational strategy, team structure, and service delivery models aligned with business priorities
- Identify areas of operational risk and implement mitigation and continuity plans
- Develop annual resource plans and operational budgets in partnership with senior leadership
- Oversee daily support operations, ensuring stability, availability, and reliability of technology services
- Manage major incident response and resolution, coordinating across internal and external teams
- Drive process improvements in ticket resolution, knowledge management, and system monitoring
- Track and report on SLAs, KPIs, and key operational metrics
- Lead, mentor, and develop IT support engineers and technical leads, fostering a high-performance culture
- Collaborate with business stakeholders, product teams, and infrastructure teams to resolve service-impacting issues
- Own change control, risk assessments, and operational readiness for new deployments and enhancements
- Ensure compliance with internal IT controls, security standards, and audit requirements




- Provide coaching, direction, and performance management for the operations team
- Build a culture of accountability, responsiveness, and service excellence
- Align team goals to broader technology and organizational objectives

Preferred candidate profile
- 9-12 years of IT experience with at least 5 years in an IT operations leadership or service delivery role
- Proven experience managing global operations, incident resolution, change and release management, and team leadership in a GCC setup
- Familiarity with ITSM tools (e.g., ServiceNow), SLAs, and cloud/hybrid infrastructure monitoring
- Robust knowledge of IT operations, infrastructure management, and enterprise application support
- Expertise in incident, change, problem, and release management frameworks and practices
- Experience leading geographically distributed teams in 24x7 support environments
- Experience with Agile/Scrum, SRE, AI

📌 Manager - IT operations and support (Chennai)
🏢 HD Supply
📍 Chennai