Job Description

We are looking for an experienced and driven Operations Manager to lead our client’s IT Infrastructure function. This role is responsible for overseeing daily IT operations, managing team performance, ensuring SLA compliance, and driving continuous service improvements. The ideal candidate has a solid technical foundation in end-user technologies, experience managing global stakeholders, and a passion for delivering high-quality IT support services.

Key Responsibilities

Team Management & Leadership

- Manage day-to-day operations of the IT Infrastructure, including ticket management, resource allocation, shift planning, and escalation handling.
- Lead and mentor Server, Storage, and Voice Engineers, fostering a high-performance and customer-centric culture.
- Oversee onboarding, training, and career development of IT staff.

Operational Oversight

- Ensure delivery of consistent support for hardware, software, and access-related issues across the organization.
- Provide oversight across tools and platforms including:
- Active Directory and Azure Entra for identity and access management
- Microsoft 365, Teams, Outlook, OneDrive, SharePoint
- Intune for endpoint management
- Ivanti for asset and configuration management
- Enterprise telephony platforms (NICE, LiveVox, Nexida) for user-level provisioning and MACD tasks
- Legal and business apps such as LegalFiles, Qlaw,



and Pharos Print
- Experience in any of the Public Cloud technologies will be an added advantage

Reporting & Performance Management

- Monitor team performance and service metrics, ensuring SLA and quality targets are met.
- Generate and present weekly, monthly, and quarterly performance reports (QBRs) to IT leadership and business stakeholders.
- Use data analysis to identify trends, drive improvements, and support strategic decisions.

Stakeholder Engagement

- Serve as the primary point of contact for business and IT stakeholders
- Communicate effectively during incidents, escalations, and service disruptions.
- Collaborate with other IT teams (infrastructure, applications, security) to ensure seamless end-user support.

Process Improvement & Compliance

- Develop and maintain standard operating procedures (SOPs), runbooks, and internal documentation.
- Identify and implement process improvements to enhance efficiency and service quality.
- Ensure adherence to internal controls, IT policies, and compliance requirements.

Knowledge Management

- Oversee the maintenance of the IT knowledge base, ensuring documentation is current, accessible, and aligned with common support issues.
- Promote knowledge sharing and ensure consistent support across shifts and regions.

📌 Operations Manager - IT Infrastructure (Bengaluru)
🏢 BETSOL
📍 Bengaluru