Role & responsibilities

Service Delivery Ownership

- Own end-to-end delivery of L1.5 and L2 infrastructure operations.

- Lead the Infra Command Center (L1.5) and the Hosting, Connectivity, DBA and Data Tribe pods.

- Act as single point of contact for the client infrastructure leadership.

- Run daily stand-ups and weekly service reviews with tower leads.

- Drive service improvement plans to closure.

SLA, Reporting and Governance

- Track response and resolution SLAs across all infra towers.

- Publish weekly and monthly SLA, KPI and backlog reports.

- Present service performance at monthly and quarterly governance reviews.

- Review monthly capacity, utilisation and performance reports for servers and databases.

- Maintain the RAID log for infrastructure services.

- Enforce ServiceNow ticket hygiene, CMDB accuracy and closure quality.

Incident, Escalation and MIM

- Attend MIM bridge calls for P1/P2 infrastructure and data platform incidents.

- Own client and internal escalations through to closure.

- Drive RCA, problem management and defect elimination plans.

- Coordinate with SecOps towers, OEM and hardware vendors, telecom carriers and client L3 teams.

- Drive repeat-incident reduction and alert tuning with the Command Center.

Change, Patching and Availability

- Govern change requests and maintenance windows across all infra towers.

- Track monthly OS, VMware, database and zero-day patch compliance.

- Oversee backup success, restore tests and DR / BCP drills.

- Oversee server, database and network builds and decommissions.

- Track platform software licences and expiry dates.

Commercials and Contract





- Own monthly invoicing inputs and reconciliation for infrastructure services.

- Track deliverables against SOW scope and contractual obligations.

- Raise and manage change requests for scope changes.

- Lead contractual reviews, including service credits and penalties.

Resourcing and People

- Plan capacity, shift rosters and 24x7 on-call coverage.

- Hire, onboard and retain engineers; manage backfills and leave cover.

- Maintain the skill matrix and cross-skilling plan across pods.

- Run performance reviews, coaching and career plans for the team.

Compliance and Continual Improvement

- Ensure adherence to client infrastructure standards and security policies.

- Track OS hardening, system agent and audit-log compliance.

- Support internal and external audits with evidence.

- Drive automation of routine tasks, patching and deployments.

- Keep SOPs, runbooks and knowledge-base articles current.

Lead onboarding and transition of new infrastructure services

Preferred candidate profile

- 12+ years in IT infrastructure operations

- 5+ years as delivery lead in a managed services setup

- Led 24x7 multi-tower infrastructure operations for a global enterprise

- Managed onshore and offshore teams of 20+ engineers

- Exposure to AWS, Azure, Windows, Linux, , Oracle, SQL Server and Datadog

- Oversight of data platform operations: Airflow, Talend, Snowflake, Tableau and Power BI

- SLA management, invoicing and contract reviews in an MSP model

- MIM participation and senior stakeholder escalation handling

- Service transition from an incumbent provider (good to have)

Transparent written and spoken English; confident with senior leadership

📌 Infra Delivery Lead (Bengaluru)
🏢 Henosis Tech
📍 Bengaluru