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

- Strong 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, AIOps, DevOps, FinOps models, and automation practices

- Strong communication, crisis management, and stakeholder management skills

- Proven expertise in managing enterprise-grade Linux environments, including system performance, patching, and automation

- Robust command over Snowflake architecture, data warehousing concepts, and performance optimization, with experience in managing data pipelines and governance

- Ability to assess operational health and drive continuous improvement initiatives for stability and performance

- Experience managing support teams for SAP, cloud-based (GCP), or custom-built platforms

- Experience in managing end-to-end data integration and transformation using SAP BODS and MuleSoft, ensuring seamless connectivity across heterogeneous systems

- Working knowledge of monitoring and alerting tools, infrastructure scripting, or observability platforms

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