Title : Manager - Infrastructure & Corporate Systems Location : Vadodara (Work from office) Shift : US/Night Shift 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. 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. 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. 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. 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. Align support processes with ITIL-aligned incident, problem, and change management.



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. ~ ITIL Foundation (or higher) certification. Cloud certifications (GCP Associate/Skilled, 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. Experience building career paths for SysAdmin and Ops/Cloud engineers. Bachelor's degree in Computer Science, IT, Engineering, or equivalent practical experience. Calm under pressure during US-business-hours incidents.

📌 IT Operations Manager (ITIL) (Vadodara)
🏢 VikingCloud India
📍 Vadodara