IT Operations Manager

Job Description 3: IT Operations Manager

Experience: Minimum 7 years in enterprise IT operations management

Education: BE / B.Tech / MCA / M.Sc in relevant disciplines

Certification: ITIL v3/v4 Foundation or Managing Professional preferred

Core Qualifications & Competencies

• 
  

  Deep expertise in ITIL frameworks, specifically Incident, Problem, Change, and Configuration Management.

  
  


• 
  

  Strong background in managing shift rotations, resource scheduling, and operational governance under a 16x6 model.

  
  


• 
  

  Demonstrated ability in stakeholder management, vendor governance, and SLA/KPI reporting.

  
  

Key Responsibilities

• 
  

  Oversee daily 16x6 operational delivery, ensuring proper shift overlap, coverage, and handovers.

  
  


• 
  

  Act as the management escalation contact for critical incidents and SLA breach risks.

  
  


• 
  

  Lead Problem Management workflows to ensure thorough RCAs and permanent resolution of recurring issues.

  
  


• 
  

  Drive operational alignment with Cisco standards, client compliance requirements, and continuous service improvement (CSI).

  
  


• 
  

  Manage client communication, operational governance reviews, and team performance metrics.