Operation Manager - Infrastructure Support

Role : Operation Manager - Infrastructure Support
Location : Dallas, TX (Onsite)
Duration : Long Term

Read the overview of this opportunity to understand what skills, including and relevant soft skills and software package proficiencies, are required.

Role Summary:

Responsible for end-to-end delivery of managed services for ECS environment covering Linux, Windows, Oracle, SQL, Storage, Backup, Active Directory, Exchange, Certificates, and Middleware.

This role ensures:
Smooth daily operations
Meeting

SLA/KPI commitments
Strong

customer engagement
Effective leadership of technical teams
Key Responsibilities:

1. Service Delivery & Operations
Manage

day-to-day operations

of ECS services across all technical towers
Ensure services are delivered

as per agreed SLAs/Scope of Work
Maintain

high availability, performance, and stability

of systems
Drive quick resolution of incidents, problems, and service requests
2. Team Management & Leadership
Lead and manage

multi-technology teams

(Exchange, Active Directory, Linux, Windows, DB, Storage, etc.)
Ensure team has

right skills, training, and coverage
Allocate work and track performance of team members
Act as

single point of escalation

for technical and delivery issues
3. SLA / KPI / PI Management
Monitor and ensure compliance with:
SLA (Service Level Agreements)
KPI (Key Performance Indicators)
PI (Performance Indicators)
Identify risks proactively and take corrective actions
Work with teams to

improve performance metrics continuously
4. Reporting & Governance
Prepare and present:
Weekly / Monthly service reports
SLA & KPI dashboards
Incident and problem trend reports
Provide

clear, executive-level updates

to customer and leadership
Support governance meetings like MBR/QBR
5. Customer Management
Act as

primary interface with customer

for day-to-day operations
Understand customer priorities and align service delivery accordingly
Build strong relationships and

ensure customer satisfaction
Handle escalations and drive timely resolution
6. Risk, Issue & Change Management
Identify

delivery risks and operational issues proactively
Ensure all issues are tracked and resolved with proper ownership
Manage change implementations with minimum business impact
7. Continuous Improvement (CSI)
Identify improvement opportunities in:
Automation
Process optimization
Cost efficiency
Drive initiatives to improve

service quality and efficiency
Required Skills & Experience

Technical Understanding (must-have)
Hands-on understanding (not deep SME) of:
Linux / Windows servers
Oracle / SQL databases
Storage & xsgimln Backup systems
Active Directory / Exchange
Certificate lifecycle management
Middleware platforms
Functional Skills
Strong understanding of:
ITIL / Managed Services model
SLA / KPI / Performance reporting
Incident, Problem, Change management
Soft Skills
Strong communication (customer-facing role)
Leadership and team handling
Problem-solving and decision making
Ability to work in

fast-paced production environment
Experience
8–12+ years in IT infrastructure / managed services
3–5 years in

Service Delivery / Service Manager role
Experience handling

enterprise customers and large teams
Success Measures (What Good Looks Like)
SLA compliance consistently met
Customer satisfaction (CSAT) positive
Reduced incidents / faster resolution
Strong reporting and transparency
Stable operations with minimal escalations