Job Description 3: IT Operations Manager

Experience: Minimum 7 years in enterprise IT operations management

Education: BE / B.Tech / MCA / M.Sc in relevant disciplines

Certification: ITIL v3/v4 Foundation or Managing Professional preferred

Core Qualifications & Competencies

- Deep expertise in ITIL frameworks, specifically Incident, Problem, Change, and Configuration Management.

- Solid background in managing shift rotations, resource scheduling, and operational governance under a 16x6 model.

- Demonstrated ability in stakeholder management, vendor governance, and SLA/KPI reporting.

Key Responsibilities

- Oversee daily 16x6 operational delivery, ensuring proper shift overlap, coverage, and handovers.

- Act as the management escalation contact for critical incidents and SLA breach risks.

- Lead Problem Management workflows to ensure thorough RCAs and permanent resolution of recurring issues.

- Drive operational alignment with Cisco standards, client compliance requirements, and continuous service improvement (CSI).

- Manage client communication, operational governance reviews, and team performance metrics.

📌 IT Operations Manager (Mumbai)
🏢 Neev
📍 Mumbai