About the Business & Position OverviewJob Profile Key Responsibilities

- Managed L2 and L3 teams as part of operations, invoicing, and renewals of client orders; handled Microsoft Partner Center.

Key Responsibilities

1. Manage customer lifecycle activities including onboarding, subscription management, renewals, and contract coordination.
2. Own Microsoft Partner Center operations, including customer tenant management, subscription provisioning, modifications, and renewals.
3. Coordinate Microsoft CSP and NCE licensing requests, upgrades, downgrades, and subscription changes.
4. Track renewal pipelines and ensure timely engagement with customers and internal stakeholders.
5. Prepare and maintain customer proposals, quotations, Statements of Work (SOW), renewal documentation, and service-related records.
6. Coordinate with Sales, Technical, Finance, and Customer Success teams for service delivery and customer requirements.
7. Manage Microsoft incentive, rebate, co-op, and partner program operational activities.
8. Coordinate with Microsoft teams regarding licensing, support requests, incentives, partner benefits, and operational escalations.
9. Maintain operational trackers for renewals, subscriptions, licensing, incentives, customer assets, and service contracts.
10. Ensure customer documentation, operational processes, and records remain accurate and up to date.
11. Managed Operations (L2 and L3) for multiple clients, 24 x 7 shifts.

ITIL & Governance

- Implement and maintain ITIL-based service management practices.
- Ensure compliance with Incident, Problem, Change, Release, and Configuration Management processes.
- Prepare and present operational dashboards, governance reports, and service review reports.
- Lead RCA (Root Cause Analysis) discussions and preventive action planning.

Team Management





- Manage infrastructure engineers, team leads, and support personnel.
- Conduct performance reviews, coaching, mentoring, and career development activities.
- Ensure adequate staffing, resource allocation, and shift coverage.
- Build high-performing teams focused on customer success and operational excellence.

Customer Relationship Management

- Serve as the primary operational contact for key customers.
- Conduct regular operational reviews and governance meetings.
- Address customer escalations and ensure timely resolution.
- Identify opportunities for service expansion and improvement.
- Build long-term relationships with customer stakeholders.

Financial Management, Invoicing & Collections

- Validate monthly billing data and support invoice generation.
- Ensure timely submission of invoices as per contractual terms.
- Track receivables and outstanding payments.
- Coordinate with customers and finance teams for payment follow-ups.
- Support collection activities and resolution of billing disputes.
- Monitor project/service profitability and cost optimization opportunities.
- Provide revenue forecasting and billing status updates to management.

Risk & Compliance

- Ensure adherence to company policies, security standards, and regulatory requirements.
- Manage operational risks and business continuity plans.
- Support audit activities and compliance assessments.

Required Qualifications

- Bachelor's degree in Engineering,



Computer Science, Information Technology, or related field.
- ITIL Foundation certification mandatory.
- ITIL Intermediate/Managing Qualified certification preferred.
- PMP, Azure, AWS, VMware, or Security certifications are advantageous.

Experience

- 10-15 years of IT Infrastructure Operations experience.
- Minimum 6 years in a team leadership or managerial role.
- Experience managing enterprise customers and managed services engagements.
- Proven experience handling invoicing, revenue tracking, and collections.
- Experience managing multi-technology infrastructure environments.

Required Skills General Knowledge Areas

- IT Infrastructure Operations
- Azure/AWS Cloud Services
- Windows & Linux Administration
- Networking & Security
- Backup & Disaster Recovery
- Monitoring & Automation Tools
- IT Service Management Platforms (ServiceNow, BMC, Jira, etc.)

Management Skills

- Team Leadership
- Stakeholder Management
- Escalation Management
- Customer Relationship Management
- Vendor Management
- Service Governance
- Financial Management

Business Skills

- Contract and SLA Management
- Revenue Assurance
- Invoicing and Collections Management
- Forecasting and Reporting
- Risk Management
- Continuous Improvement

Qualification Details Essential Qualification: Computer Science Graduate with Managed L2 and L3 teams as part of operations, invoicing, & renewals of client orders, handled Microsoft Partner Center.

Preferred Qualification: NA

Experience Details Essential Experience: Managed cloud operations for 10-15 years in 24x7 shifts.

Preferred Experience: Managed Microsoft Partner center.

Special Skill Essential: Hands-on knowledge areas with automation and AI.

Preferred: NA

Locations

- Mumbai

📌 operations manager (India)
🏢 Godrej Infotech
📍 India