Senior Manager Cloud Operations & ITSM

Summary

This pivotal leadership role is designed for an accomplished professional with over a decade of expertise in the IT Services sector. The incumbent will serve as the strategic architect for cloud operations and IT Service Management (ITSM) frameworks, ensuring seamless delivery of critical infrastructure and services. The position demands a visionary leader capable of steering global stakeholder relationships, optimizing service delivery through robust ITIL v4 methodologies, and driving operational excellence across AWS cloud environments and SaaS platforms. By integrating FinOps principles and managing major incident protocols, this role is essential for maintaining high availability, security, and performance standards while fostering a culture of continuous improvement and operational resilience.

Responsibilities

- Lead the administration and strategic oversight of Linux and Windows server environments to ensure optimal performance and security.
- Direct the configuration, customization, and management of service management platforms including ServiceNow, Jira Service Management, and Zendesk.
- Enforce ITIL v4 best practices to govern service delivery, process improvement, and alignment with organizational goals.
- Manage complex P0, P1, and P2 major incidents, acting as the Incident Commander to resolve critical issues swiftly and minimize business disruption.




- Oversee AWS cloud operations and SaaS infrastructure, ensuring scalability, reliability, and cost-efficiency through FinOps strategies.
- Establish and maintain strong relationships with global stakeholders, providing executive-level updates and managing expectations.
- Govern Managed Service Provider (MSP) and vendor relationships, including the negotiation and monitoring of contractual Service Level Agreements (SLAs).
- Provide mentorship and leadership to teams, fostering qualified growth and high-performance culture within the department.

Requirements

Requirements:

- Minimum of 12 years of professional experience within the IT Services industry, with a proven track record in senior management roles.
- Deep technical proficiency in Linux and Windows Server Administration.
- Extensive hands-on experience with ITSM tools such as ServiceNow, Jira Service Management, or Zendesk.
- Valid certifications in ITIL v4, AWS, or FinOps are highly preferred.
- Demonstrated expertise in People Management and the ability to navigate complex global stakeholder landscapes.
- Strong command of ITSM frameworks, service delivery leadership, and incident command structures.
- Proven ability to manage major incident lifecycles and drive resolution for critical system outages.
- Solid background in AWS Cloud Operations, SaaS infrastructure management, and vendor governance including SLA enforcement.

📌 Senior Manager Cloud Operations & ITSM (Pune)
🏢 Vrinda International
📍 Pune