We are seeking an experienced Program Manager / Operations Manager to oversee multiple IT infrastructure projects and service delivery operations. The ideal candidate will be responsible for managing 23 projects simultaneously, ensuring the smooth operation of IT services, and leading a team of over 50 employees. This role requires a solid background in IT infrastructure and managed services, as well as expertise in program and operations management.

Key responsibilities include handling IT operations, service desk management, and end-user support. You will manage data center operations, which encompass servers, storage, networks, and backup systems. Additionally, you will prepare Management Information System (MIS) reports, SLA/KPI dashboards, and operational analytics to monitor service quality and performance metrics.

Effective resource planning, team performance management, and shift roster management are crucial aspects of this role.



You will also be responsible for client communication, handling escalations, and managing stakeholder relationships. Monitoring service quality, customer satisfaction (CSAT), ticket backlog, and mean time to resolution (MTTR) will be part of your daily tasks to ensure the delivery of high-quality IT infrastructure managed services.

The successful candidate will possess a Bachelor's degree and preferably hold an ITIL Foundation certification (V3/V4). Strong leadership skills and the ability to manage large teams are essential. This position is based in Bangalore, Electronic City, and requires working from the office with potential extended hours based on business needs.

If you are a proactive leader with a passion for IT operations and project management, we encourage you to apply.

This job is provided by Shine.com

📌 Program Manager / Operations Manager (Bengaluru)
🏢 Impression Makers
📍 Bengaluru