Manager - Software & Application Development

Key Responsibilities

• Monitor shared mailboxes and alerts to identify and respond to incidents, requests, and tasks.
• Track and manage tickets through ServiceNow, ensuring timely updates and SLA adherence.
• Perform initial troubleshooting, root cause analysis, and resolution of network-related issues.
• Infrastructure automation with terraform, ansible
• Vulnerability assessment, management, Patch management, database management
• Coordinate with internal teams, clients, and service owners for issue resolution and deployments.
• Obtain required access, approvals, and validations before executing changes or deployments.
• Communicate with stakeholders before and after deployments to ensure seamless operations.
• Participate in weekly client status calls to provide updates on progress, risks, and action plans.
• Maintain detailed documentation of troubleshooting steps, solutions, and operational activities.
• Support audit and compliance requirements through proper documentation and reporting.
• Take ownership of assigned tasks and drive them to closure.
• Continuously improve processes by identifying inefficiencies and recommending automation or preventive actions.
• Stay updated with new tools, technologies, and SRE best practices.

Key Skillsets

Technical Skills

• Strong hands-on experience in networking concepts (TCP/IP, DNS, DHCP, routing, switching)
• Experience with network troubleshooting tools (Ping, Traceroute, Wireshark, etc.)
• Hands-on experience with incident management tools such as ServiceNow
• Working knowledge of PowerShell / scripting for automation (preferred)
• Experience in Power Query / Excel / data reporting tools (added advantage)
• Familiarity with monitoring tools (SolarWinds, Nagios, etc.)
• Understanding of deployment, change, and release management processes
• Strong experience in incident management and RCA (Root Cause Analysis)
• Knowledge of SRE principles: reliability, availability, automation, and observability
• Experience working in SLA-driven environments
• Exposure to ITIL framework (Incident, Problem, Change Management)

Soft Skills

• Strong communication and stakeholder management skills
• Ability to prioritize tasks and work under pressure
• Excellent analytical and problem-solving ability
• Strong documentation and reporting skills
• Proactive mindset with focus on continuous improvement
• Team collaboration and client-facing experience

Preferred Qualifications

• Bachelors degree in Computer Science, IT, or related field
• Relevant certifications (Cloud, CCNA, ITIL, or equivalent) are a plus
• Experience in enterprise-level network environments