CQ10144 - Operations Manager

About the role

We are looking for an experienced Operations Manager to lead our IT support operations and ensure smooth delivery of services across multiple projects. The ideal candidate should have a strong understanding of IT service management, experience handling support teams, and the ability to drive operational excellence while maintaining high customer satisfaction.

What you'll do

• Manage day-to-day IT operations and support delivery, ensuring services are delivered within agreed SLAs
• Monitor and manage service tickets, ensuring timely assignment, tracking, escalation, and closure
• Coordinate incident triage and allocate tickets to the appropriate L1, L2, or L3 support teams based on priority and complexity
• Act as the escalation point for critical production issues and drive them to resolution
• Ensure Incident, Problem, and Change Management processes are followed in line with ITIL best practices

What you need

• 5–9 yrs of experience
• Coordination
• ITIL
• JIRA
• ServiceNow
• Process improvement
• Documentation
• B.Tech or B.E. or B.Sc or BCA