Job Description IT Operations Manager (IT Services)
Job Title: IT Operations Manager
Department: Information Technology
Location: New Delhi, India
Experience Required: 6+ Years
Employment Type: Full-Time
Position Summary:
We are seeking an experienced IT Operations Manager to oversee and manage the day-to-day IT operations for our IT Services environment. The role involves ensuring seamless service delivery, maintaining IT infrastructure uptime, leading support teams, and implementing ITIL-based processes. The ideal candidate will have a strong technical background, excellent leadership skills, and experience managing IT service operations in a multi-client environment.
Key Responsibilities:
1. IT Infrastructure & Operations Management
- Manage and monitor servers, virtualization platforms, network, and storage systems across multiple client environments.
- Ensure high availability, performance, and security of IT systems and applications.
- Plan and implement upgrades, patch management, and preventive maintenance.
- Maintain system documentation, SOPs, and operational runbooks.
2. Service Delivery & ITIL Process Management
- Oversee IT operations following ITIL standards Incident, Change, Problem, and Request Management.
- Monitor ticket queues and ensure SLAs are met across all support levels.
- Drive continuous improvement in service quality, efficiency, and customer satisfaction.
- Coordinate with Service Desk, NOC, and Onsite Support teams to resolve escalated issues.
3. Team Leadership & People Management
- Lead and mentor IT support teams including L1/L2 engineers and NOC staff.
- Define performance KPIs, conduct regular reviews, and foster a culture of accountability.
- Identify training needs and facilitate technical upskilling of team members.
4. Security & Compliance
- Enforce IT security policies, user access controls, and data protection protocols.
- Coordinate with InfoSec teams to ensure adherence to client security standards and audits.
- Manage DR drills and ensure business continuity planning.
5. Vendor & Asset Management
- Manage IT vendors, AMC renewals, and third-party service providers.
- Oversee procurement, asset tracking, and inventory control using ITAM tools.
- Evaluate vendor performance and optimize service contracts.
6. Reporting & Governance
- Prepare regular operations reports and dashboards for management.
- Track SLA performance, downtime analysis, and service improvement initiatives.
- Support IT budget preparation and cost optimization strategies.
Required Skills & Competencies:
- Strong technical knowledge of Windows Server, VMware/Hyper-V, Active Directory, networking (LAN/WAN), cloud (Azure/AWS), and backup solutions.
- Proficiency in ITSM tools (ServiceNow, ManageEngine, BMC Remedy, etc.).
- Experience managing multi-client IT operations within an MSP or IT services setup.
- Excellent leadership, communication, and problem-solving skills.
- Strong analytical mindset with a focus on continuous service improvement.
Educational Qualification:
- Bachelor's degree in computer science, Information Technology, or related field.
- Master's degree preferred.
Certifications (Preferred):
- ITIL v4 Foundation
- Microsoft Certified: Azure Administrator / Solutions Architect
- VMware Certified Professional (VCP)
- CCNA / CCNP
Work Environment:
- Based in New Delhi office with client coordination responsibilities.
- May involve rotational shifts or weekend availability for maintenance windows.
