WHAT YOU WILL BE DOING
- Manage the full lifecycle of alerts, incidents, and service requests reported through FreshService, ensuring timely and accurate logging, prioritization, resolution, and escalation.
- Develop, implement, and maintain operational procedures, runbooks, and knowledge base articles to standardize incident resolution and service request fulfilment
- Drive continuous improvement initiatives to optimize operational efficiency, reduce incident rates, and improve service request turnaround times.
- Collaborate with engineering, development, and SRE teams to troubleshoot complex issues, identify root causes, and implement preventative measures.
- Ensure adherence to defined SLAs (Service Level Agreements) and KPIs (Key Performance Indicators) for operational performance.
- Generate regular reports on operational metrics, incident trends, and service request performance for management review.
- Participate in on-call escalations as needed and provide leadership during critical incidents. Foster a collaborative and high-performing team workplace, providing coaching,



mentoring, and performance feedback to team members
- Manage and maintain operational documentation, including system diagrams, contact lists, and escalation paths.
- Ensure compliance with relevant security and compliance policies within the operations centre.
- Plan and coordinate scheduled maintenance activities with mínimal impact to service availability.

WHAT YOU WILL BRING
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
- Relevant cloud certifications are highly desirable, such as: AWS Certified Solutions Architect - Associate/Professional Microsoft Certified: Azure Administrator or Azure Solutions Architect Expert
- 10-12 years of overall experience in IT infrastructure, systems administration, cloud engineering, or DevOps.
- 5+ years of hands-on experience managing enterprise cloud environments (AWS, Azure, or Google Cloud Platform

📌 Sr. Manager (Bengaluru)
🏢 Saviynt
📍 Bengaluru