Senior Executive in Operations at a Mumbai office. Responsible for MIS tasks with 2 years experience.
About the role
- IT Operations Service Manager overseeing service delivery in a Global Delivery Center, ensuring quality and performance across IT operations.
Responsibilities
- Own and manage day-to-day service delivery across L1, L2, and Specialist teams.
- Ensure adherence to SLAs, OLAs, and customer commitments.
- Act as escalation point for high-priority incidents.
- Drive service stability, availability, and performance.
- Monitor service health, workload, and queue management.
- Ensure seamless 24x7 service continuity
- Ensure timely resolution of incidents and service requests.
- Maintain backlog and queue health.
- Drive adherence to runbooks and procedures.
- Collaborate with engineering teams for resolution.
- Support onboarding of new services into operations
- Lead and manage Team Leads and operational teams.
- Drive performance through coaching and feedback.
- Manage staffing, rostering, and capacity planning.
- Ensure skill coverage across shifts.
- Build a high-performance and accountable team culture
- Act as key contact for service delivery interactions.
- Participate in service reviews and provide updates.
- Handle escalations and ensure timely communication.
- Collaborate with internal stakeholders.
- Drive service delivery improvements.
- Enhance service quality and reduce downtime
- Support automation initiatives.
- Implement lessons learned from incidents
- Achievement of SLA targets.
- Improved service availability.
- Efficient incident resolution.
- Reduced customer escalations.
- High team performance and engagement
Requirements
- 10–15+ years in IT Operations / Managed Services.
- Experience in 24x7 operations.
- Strong leadership and team management skills.
- Knowledge of infrastructure domains.
- Strong incident and service delivery experience.
- Working knowledge of ITIL practices.
Benefits
- Job Benefits
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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