IT Operations - Manager

About the role

We are seeking a highly experienced and proactive IT Operations Lead / IT Manager to lead and optimize the technology environment supporting a 500-person IT organization. The role combines strategic IT leadership with hands-on operational ownership across infrastructure, IT service management, end-user computing, cloud, DevOps, cybersecurity, compliance, vendor management, automation, and technology governance.

What you'll do

• Own IT Service Management processes covering Incident, Problem, Change, Request, and Service Management through the IT ticketing platform
• Establish, govern, and continuously improve SLAs, KPIs, ticket ageing, response/resolution targets, and user satisfaction
• Act as the escalation point for critical and major incidents; coordinate troubleshooting, root-cause analysis, corrective actions, and post-incident reviews
• Drive continuous service improvement aligned with ITIL best practices and business priorities
• Develop monthly SLA and operational reports covering Internet uptime, service uptime, ticket volumes, ageing, resolution performance, and recurring issues

What you need

• 10–15 years in it support & networking
• Compliance
• Vendor management
• ITIL
• Hardware
• Office 365
• Firewalls
• Any graduate

Good to have

• CISSP
• CISM
• AWS
• GCP
• Azure
• Git

What you get

• ₹10 L–₹25 L a year