Operations Manager - Infrastructure

We are seeking a highly skilled and proactive Operations Manager – Infrastructure to lead and manage infrastructure operations in a dynamic, 24x7 environment. The ideal candidate will have strong technical acumen, proven experience in managing critical incidents (P1/P2), driving Post-Incident Reviews (PIRs), and delivering exceptional customer service. This role demands leadership in managing remote teams and working within a managed services framework.

Key Responsibilities

• Oversee day-to-day infrastructure operations ensuring high availability and performance.
• Ensure adherence to SLAs, KPIs, and compliance standards.
• Lead and drive P1/P2 incident calls with cross-functional teams.
• Ensure timely resolution and communication to stakeholders.
• Conduct and review Post-Incident Reports (PIRs) with root cause analysis and preventive actions.
• Act as the primary point of contact for customer escalations.
• Build strong relationships with clients and internal stakeholders.
• Ensure customer satisfaction through proactive communication and service excellence.
• Manage and mentor remote and distributed teams across geographies.
• Foster a culture of accountability, collaboration, and continuous improvement.
• Work closely with service providers to ensure delivery quality and contractual compliance.
• Monitor vendor performance and drive service improvements.
• Communication both Oral and written must be @ a good standard
• Strong Co-ordination and influencing ability to drive Incidents or BAU tasks (I.e. Updates, upgrades, etc..) to closure
• Has experience managing/leading cross functional team
• Has experience or involved in user experience improvements, identifying trends and risks.
• Ability to communicate clearly with both technical and non-technical people.
• Strong technical skill set in Data Center (DC) Services, with prior hands-on working knowledge
• Knowledge application support(optional) to understand the issues pertaining to application side
• Experience in handling Major Incidents along with effective stakeholder management
• Experience managing or working with offshore and remote teams
• Knowledge of the CPG environment (optional)
• Good understanding of ITSM processes and related governance

Preferred Technical Knowledge

• Strong understanding of IT Infrastructure domains: Servers, Storage, Networking, Cloud (AWS), Virtualization, End user computing and Service Desk
• Familiarity with ITIL processes and tools – ServiceNow.
• Experience with monitoring tools (e.g., SolarWinds, , Dynatrace).
• Knowledge of automation and scripting (e.g., PowerShell, Python) is a plus.

Experience

• 10+ years of experience in IT Infrastructure Operations, with at least 5 years in managerial role.
• Proven experience in managing 24x7 operations and critical incident handling.
• Experience in working with remote teams and global delivery models.
• Exposure to managed services environments and vendor governance.

Soft Skills

• Excellent communication and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Ability to work under pressure and manage multiple priorities.
• Leadership and team-building capabilities.