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.
- Robust 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.