Operation Manager - Infrastructure Support

Duration: Long Term

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, and effective leadership of technical teams.

Key Responsibilities

Service Delivery & Operations Management: Day-to-day operations of ECS services across all technical teams.

Service Performance: Ensure services are delivered as per agreed SLAs/Scope of Work, maintain high availability, performance, and stability of systems.

Incident Management: Drive quick resolution of incidents, problems, and service requests.

Team Leadership: Lead and manage multi-technology teams (Exchange, Active Directory, Linux, Windows, DB, Storage, etc.), ensure team has right skills, training, and coverage.

Work Allocation: Allocate work and track performance of team members.

Escalation Management: Act as single point of escalation for technical and delivery issues.

SLA / KPI / PI Management

Monitor and ensure compliance with SLA (Service Level Agreement) and PI (Performance Indicators).

Identify risks proactively and take corrective actions.

Work with teams to improve performance metrics continuously.

Reporting & Governance

Prepare and present weekly/monthly service reports.

Incident and problem trend reports.

Provide clear, executive-level updates to customer and leadership.

Support governance meetings like MBR/QBR.

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.

Risk, Issue & Change Management

Identify delivery risks and operational issues proactively.

Ensure all issues are tracked and resolved with proper owner.

Manage change implementations with minimum business impact.

Automation, process optimization, cost efficiency.

Drive initiatives to improve service quality and efficiency.

Required Skills & Experience
Technical Understanding (must-have)

Hands-on understanding of servers, Oracle/SQL databases, storage & backup systems, Active Directory/Exchange.

Functional Skills

ITIL/Managed Services model, SLA/KPI/Performance reporting.

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.

Reduced incidents / faster resolution.

Strong reporting and transparency.

Stable operations with minimal escalations.

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