Operation Manager - Infrastructure Support

Duration : Long Term

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 ensure

s:Smooth daily operatio

nsMeetin g SLA/KPI commitmen

ntEffective leadership of technical tea

msKey Responsibilitie

s: 1. Service Delivery & Operati

onsMana ge day-to-day operati ons of ECS services across all technical tow

ersEnsure services are deliver ed as per agreed SLAs/Scope of W

orkMainta in high availability, performance, and stabil ity of syst

emsDrive quick resolution of incidents, problems, and service reque

hipLead and mana ge multi-technology te ams (Exchange, Active Directory, Linux, Windows, DB, Storage, et

c.)Ensure team h as right skills, training, and cover

ageAllocate work and track performance of team memb

ersAct

as single point of escalat ion for technical and delivery iss

ues3. SLA / KPI / PI Managem

entMonitor and ensure compliance wi

ts)KPI (Key Performance Indicato

rs)PI (Performance Indicato

rs)Identify risks proactively and take corrective acti

onsWork with teams

to improve performance metrics continuou

sly4. Reporting & Governa

ncePrepare and prese

nt:Weekly / Monthly service repo

rdsIncident and problem trend repo

rtsProvi de clear, executive-level upda tes to customer and leaders

hipSupport governance meetings like MBR/

QBR5. Customer Managem

entAct

as primary interface with custo mer for day-to-day operati

onsUnderstand customer priorities and align service delivery accordin

glyBuild strong relationships a nd ensure customer satisfact

ionHandle escalations and drive timely resolut

ion6. Risk, Issue & Change Managem

entIdenti fy delivery risks and operational issues proactiv

elyEnsure all issues are tracked and resolved with proper owners

hipManage change implementations with minimum business imp

in:Automat

ionProcess optimizat

ionCost efficie

ncyDrive initiatives to impro ve service quality and efficie

ncyRequired Skills & Experie

nce Technical Understanding (must-h

versOracle / SQL datab

asesStorage & Backup sys

temsActive Directory / Exch

ormsFunctional Sk

of:ITIL / Managed Services m

odelSLA / KPI / Performance repor

mentSoft Sk

illsStrong communication (customer-facing r

ole)Leadership and team hand

lingProblem-solving and decision ma

kingAbility to work

in fast-paced production environ

mentExperi

ence8–12+ years in IT infrastructure / managed serv

ices3–5 years

in Service Delivery / Service Manager

roleExperience handl ing enterprise customers and large t

eamsSuccess Measures (What Good Looks L

ike)SLA compliance consistently

tiveReduced incidents / faster resolu

tionStrong reporting and transpar

encyStable operations with minimal escalat

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