We are seeking a highly organized, proactive, and resilient Local Operations Manager (LOM) to support Command Center operations across the APAC region. Reporting to the APAC Command Center Regional Manager, the LOM is responsible for ensuring the day-to-day operational health and governance while contributing to the continual improvement of IT services across assigned entities, including GIO, DDS, Enterprise Applications, and other D⁢ entities.
The role acts as the key operational liaison between business stakeholders, service owners, resolver teams, and service providers, ensuring effective collaboration, timely escalations, and high service quality. Major Incident Management (MIM) is a core responsibility, alongside operational oversight of Incident, Request, Change, Demand, Problem, and other ITSM service operations.
Working closely with Local Process Managers and Service Delivery Managers, the LOM monitors service performance, backlog, SLA compliance, recurring issues, and operational risks,
driving and coordinating corrective actions while contributing to continuous improvement initiatives. The successful candidate will thrive in a fast-paced Command Center environment, demonstrate strong stakeholder management skills, and apply ITIL best practices to deliver reliable, efficient, and customer-focused operations.
Key Responsibilities
Major Incident Management
- Lead and coordinate all Major Incidents (P1) from declaration through service restoration and closure.
- Coordinate technical bridge calls involving resolver groups, service owners, DDS teams, infrastructure teams, and vendors.
- Ensure correct incident prioritization and severity assessment.
- Establish incident command and coordinate restoration activities.
- Coordinate and challenge technical teams and ensure timely progress toward service restoration while maintaining business focus and stakeholder alignment.
- Escalate critical risks and blockers to senior leadership.
- Ensure all stakeholders re
📌 Major Incident Manager (Pune)
🏢 Infosys
📍 Pune