IT Operations Manager (10-15 yrs)

Work Location : Gurugram.

Responsibilities :

Incident & Problem Management :

- Ensure timely resolution of IT incidents, and lead root cause analysis efforts to prevent reoccurrence.

- Develop and enforce IT policies and procedures to reduce system downtime and minimize risk.

IT Change Management :

- Ensure teams are following ITSM based change management policy, processes and tools.

- Conduct weekly reviews of the changes submitted in different environments and publish approved changes.

System Monitoring & Optimization :

- Continuously monitor system performance and reliability, ensuring optimal uptime, troubleshooting issues, and implementing improvements.

Team Leadership :

- Lead and mentor a team of IT service desk and shared service resources to ensure first line of support and data entry support.

- Foster a collaborative environment that promotes growth and skill development.

- Assign tasks, set priorities, and ensure efficient workflows.

Service Delivery :

- Oversee IT service delivery to internal stakeholders, ensuring effective communication, service quality, and customer satisfaction.

IT Operations :

- Manage other aspects of IT Operations including but not limited to IT audit support, system and data backup support, managing weekly/monthly/quarterly IT meetings.

Project Management :

- Lead or collaborate on IT Operations projects, including system upgrades, migrations, and integrations.

- Ensure projects are delivered on time, within scope, and on budget.

Vendor Management :

- Manage relationships with IT Operations vendors and service providers, negotiate contracts, and monitor the performance and reliability of third-party services.

Qualification :

- Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field.

- 10+ years of experience working in IT operations, managing high performing teams, including setting standards for development, training, and operational leadership.

- Extensive experience in IT Service Delivery, including Service Desk, NOC, End User technology and level 2 support.

- Proven experience with incident management, troubleshooting, and optimizing IT systems.

- Experience managing a team, including setting goals, providing feedback, and fostering professional development.

- Solid understanding of IT service management frameworks (e.g, ITIL) and best practices.

- Excellent communication and interpersonal skills, with the ability to collaborate across departments and communicate technical concepts to non-technical stakeholders.

- Strong problem-solving skills and the ability to think strategically while managing day-to-day operations.

- Familiarity with budgeting and resource management within an IT department.

- In-depth understanding of IT industry trends and the ability to apply understanding to identify solutions.

- Excellent understanding and technical knowledge of current client operating systems, hardware, protocols, and standards, such as Windows OS, cloud platforms like O365 and Azure, common desktop productivity software solutions.

- Good understanding of computer systems, security, network and systems administration, databases and data storage systems, and telecommunications systems.

- Demonstrated ability to apply IT in solving business problems.

- Ability to present ideas in business-friendly and user-friendly language.

- Highly self-motivated, self-directed, and attentive to detail.

- Excellent leadership and decision-making skills.

- Certifications such as ITIL, PMP, or equivalent IT management certifications.

- Familiarity with project management tools and methodologies.