Position - IT & BI Operations Manager

Experience: 10–15 Years

Location: Gurgaon

Work Mode: Work from Office

Industry: IT Services / Data & Analytics / Managed Services

Role Type: Client-facing Operations & Service Delivery

Job Summary

We are looking for an experienced IT & BI Operations Manager to manage end-to-end IT Operations and BI Operations for a global enterprise.

The candidate will be responsible for managing day-to-day operational activities across BI, Database, Infrastructure, Cloud, Windows/Linux, SCCM, Application Deployment and Microsoft technologies.

This is a client-facing leadership role where the person will act as the key point of contact for operational requirements, incidents, service requests, escalations and delivery.

The candidate will manage multiple technical teams, assign and prioritize client requirements, monitor SLAs/KPIs, coordinate issue resolution and provide regular updates to client stakeholders.

Key Responsibilities

- Act as the primary point of contact for client for IT & BI Operations.
- Understand client requirements, incidents, service requests and business priorities
- Analyze requirements and assign tasks to the appropriate technical team.
- Manage day-to-day operations across BI and IT Infrastructure towers.
- Monitor SLA, KPI, incident, request and change management.
- Manage escalations and ensure timely resolution of critical issues.
- Coordinate between client stakeholders and internal technical teams.
- Conduct regular client calls and operational review meetings.
- Track open issues, dependencies, risks and action items.
- Prepare weekly/monthly operational reports and dashboards.
- Ensure proper RCA and corrective actions for recurring/critical incidents.
- Drive process improvements, automation and operational efficiency.
- Manage team performance, workload, utilization and delivery timelines.
- Ensure proper documentation, SOPs, KT and operational processes.

BI Operations – Exposure Required The candidate should have good understanding of:





- Enterprise Data Warehouse / Legacy Data Warehouse
- SQL Server / Database environments
- SSIS / ETL
- SSAS
- Power BI
- SSRS / Reporting
- BI production support
- Data refresh and pipeline monitoring
- Report and dashboard support
- Data validation and issue troubleshooting

IT Operations – Exposure Required

Good understanding of:

- SCCM / Endpoint Management
- Application Deployment
- Application Packaging
- PowerShell
- Windows Server Administration
- Linux Administration
- VMware / vCenter
- Microsoft SQL Server Administration
- Azure SQL
- AWS RDS
- High Availability & Disaster Recovery
- Active Directory
- Microsoft 365 / O365
- Microsoft Entra ID / Azure Administration
- Windows Patching
- Alert / Infrastructure Monitoring
- Technical Support

Service Management

- Incident Management
- Problem Management
- Change Management
- Service Request Management
- SLA / KPI Management
- Root Cause Analysis
- Escalation Management
- Service Delivery Governance

Candidate Profile

- 10–15 years of experience in IT Operations, Infrastructure Operations, BI Operations, Application Support or IT Service Delivery.
- Experience managing multiple technical teams/towers.
- Strong client-facing experience with international clients.
- Experience in Managed Services / Production Support / IT Service Delivery.
- Robust understanding of IT infrastructure and BI environments.
- Ability to understand technical issues and identify the right team for resolution.
- Strong stakeholder and escalation management skills.
- Excellent communication and presentation skills.
- Experience managing SLAs, KPIs and operational governance.
- ITIL certification will be an advantage.
- Experience with ServiceNow or other ITSM tools will be an advantage

Important

We are looking for a hands-on Operations/Service Delivery Manager, not a pure BI Developer, DBA, System Administrator or Project Manager.

The candidate should be capable of managing the complete flow:

Client Requirement → Understand & Prioritize → Assign to Technical Team → Track → Resolve → Validate → Communicate → Report → Improve

📌 IT & BI Operations Manager (Gurugram)
🏢 SCIKIQ
📍 Gurugram