Assistant Manager - Cloud & Security Customer Service Operations

Job Title

Operations Manager Network & Wi-Fi Infrastructure
(BFSI)

Location

Job Summary

We are seeking an experienced Operations Manager to
lead and manage Head Office and Enterprise Wi-Fi infrastructure operations
in a BFSI environment. The role demands strong technical expertise,
operational governance, and people management skills to ensure high
availability, security, compliance, and performance of network services.
The candidate will lead a team of 1530 engineers (L1, L2, and L3) and
work closely with internal stakeholders, vendors, and auditors.

Key Responsibilities

Network & Wi-Fi Operations

• Manage end-to-end
  operations of Head Office LAN, WLAN, and related network
  infrastructure.
• Ensure high
  availability, performance, and scalability of enterprise Wi-Fi and
  wired networks.
• Oversee incident,
  problem, and change management in line with ITIL best practices.
• Monitor network KPIs,
  SLAs, and proactively address performance and stability issues.
• Lead root cause
  analysis (RCA) for critical incidents and ensure corrective/preventive
  actions.

BFSI Security & Compliance

• Ensure adherence to BFSI
  regulatory, security, and audit requirements (ISO 27001, RBI, internal
  audits, etc.).
• Work closely with InfoSec,
  SOC, and Risk teams to implement secure network designs and controls.
• Ensure compliance with network
  access control (NAC), Wi-Fi security standards, and logging
  requirements.

Team Leadership & People Management

• Lead, mentor, and manage
  a team of 1530 engineers across L1, L2, and L3 support levels.
• Define roles,
  responsibilities, shifts, and escalation matrices.
• Drive skill
  development, training plans, and performance management for the team.
• Foster a culture of
  accountability, collaboration, and continuous improvement.

Vendor & Stakeholder Management

• Coordinate with OEMs,
  ISPs, and system integrators for support, upgrades, and escalations.
• Manage vendor SLAs,
  reviews, and service improvement plans.
• Act as a single point of
  contact for business, application, and leadership stakeholders for
  network operations.

Projects & Continuous Improvement

• Support network
  refresh, Wi-Fi upgrades, capacity planning, and optimization initiatives.
• Drive automation,
  monitoring enhancements, and process improvements.
• Participate in DR,
  BCP drills, and ensure operational readiness.

Required Skills & Competencies

Technical Skills

• Strong understanding of Enterprise
  LAN/WLAN architectures.
• Experience with Wi-Fi
  controllers, access points, and NAC solutions (Cisco, Aruba, etc.).
• Knowledge of network
  security concepts, authentication, and compliance requirements.
• Hands-on exposure to network
  monitoring tools, ticketing systems, and ITSM platforms.

Managerial & Soft Skills

• Proven experience in managing
  large support teams (L1L3).
• Strong stakeholder
  communication and crisis management skills.
• Ability to balance operations,
  people management, and strategic initiatives.
• Excellent documentation
  and reporting skills.

Education & Certifications

• Bachelors degree in engineering,
  Computer Science, or IT (preferred).
• ITIL certification
  (preferred).
• Network certifications
  (CCNA/CCNP, Aruba, or equivalent) are a plus.

Preferred Experience

• Prior experience in BFSI
  / Banking / Financial Services environments.
• Experience managing Head
  Office or large enterprise campus networks.
• Exposure to audit
  handling and regulatory compliance.