IT Operations Manager (ITIL, Infrastructure & Application Maintenance)

IT Operations Manager (ITIL, Infrastructure & Application Maintenance)

Experience: 10-15 years

Certification: ITIL v3 / ITIL 4 (Mandatory)

Location: Noida(Work From Office)

Shift: US Shift

Employment Type: Full-time

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Role Overview

We are seeking an experienced IT Operations Manager to lead and govern IT Infrastructure and Application Maintenance (AMS) operations in a large-scale, business-critical environment. The role requires strong ITIL-based service management expertise, operational leadership, and hands-on experience managing 24x7 IT operations, SLAs, and continuous service improvement across infrastructure and applications.

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Key Responsibilities

IT Operations & Service Management

Lead end-to-end IT Operations covering Infrastructure, Applications, Networks, Databases, and Cloud services.

Own ITIL processes including Incident, Problem, Change, Release, Service Request, and Major Incident Management.

Ensure adherence to SLAs, OLAs, and KPIs, driving service quality and availability.

Manage 24x7 support operations, including on-call rotations and escalation management.

Infrastructure & Application Maintenance

Oversee Application Maintenance Services (AMS) for enterprise and customer-facing applications.

Manage on-prem, cloud, and hybrid IT infrastructure (compute, storage, network, virtualization, cloud platforms).

Ensure system availability, performance, patching, upgrades, and capacity planning.

Coordinate with engineering teams for deployment, releases, and production support.

People & Vendor Management

Lead, mentor, and manage L2/L3 operations and support teams.

Manage vendors, MSPs, and third-party service providers, including contract and SLA governance.

Drive operational excellence through skill development, SOPs, and runbooks.

Governance, Risk & Compliance

Ensure compliance with IT governance, security, and regulatory requirements (ISO 27001, SOC, HIPAA as applicable).

Lead root cause analysis (RCA) and implement preventive and corrective actions.

Maintain operational documentation, CMDB accuracy, and audit readiness.

Continuous Improvement & Automation

Identify opportunities for automation, monitoring, and process optimization to reduce incidents and MTTR.

Drive adoption of DevOps and SRE practices in collaboration with engineering teams.

Implement operational dashboards for availability, performance, and service health.

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Required Skills & Experience

1015 years of experience in IT Operations, Infrastructure, or Application Support roles.

ITIL Certified (ITIL v3 / ITIL 4) Mandatory.

Strong experience managing Infrastructure Operations (Servers, Network, Storage, Cloud).

Proven experience in Application Maintenance & Support (AMS) for enterprise applications.

Hands-on experience with ITSM tools such as ServiceNow, Jira Service Management, Remedy, or Freshservice.

Experience managing incident bridges, major incidents, and stakeholder communications.

Knowledge of Cloud platforms (AWS/Azure/GCP) and hybrid environments.

Strong understanding of monitoring and observability tools (Splunk, ELK, Prometheus, Grafana, AppDynamics, Dynatrace).

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Preferred Qualifications

Experience in regulated environments (Healthcare, BFSI, Telecom).

Exposure to DevOps, CI/CD, and SRE operating models.

Experience with capacity planning, DR/BCP, and high-availability systems.

ITIL Intermediate / Managing Professional certification.

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Key Competencies

Strong leadership and stakeholder management skills.

Structured problem-solving and decision-making capability.

Ability to manage high-pressure production environments.

Excellent communication and reporting skills.

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Success Metrics / KPIs

SLA adherence and service availability.

Reduction in incident volume and MTTR.

Improvement in change success rate.

Automation coverage and operational efficiency.

Audit and compliance outcomes.

Think global. Think BIG.

Visit us: https://biglanguage.com

Linkedin: https://www.linkedin.com/company/big-language-solutions/mycompany/