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Operations Manager - IT Infrastructure

Operations Manager - IT Infrastructure

Betsol

7 - 12 years

14 - 19 Lacs

bengaluru

Posted:3 hours ago| Platform:

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Skills Required

data analysis performance management access management configuration management process improvement active directory support services microsoft it operations information technology

Work Mode

Work from Office

Job Type

Full Time

Job Description

Team Management Leadership

Manage day-to-day operations of the IT Infrastructure, including ticket management, resource allocation, shift planning, and escalation handling.
Lead and mentor Server, Storage, and Voice Engineers, fostering a high-performance and customer-centric culture.
Oversee onboarding, training, and career development of IT staff.

Operational Oversight

Ensure delivery of consistent support for hardware, software, and access-related issues across the organization.
Provide oversight across tools and platforms including:
- Active Directory and Azure Entra for identity and access management
- Microsoft 365, Teams, Outlook, OneDrive, SharePoint
- Intune for endpoint management
- Ivanti for asset and configuration management
- Enterprise telephony platforms (NICE, LiveVox, Nexida) for user-level provisioning and MACD tasks
- Legal and business apps such as LegalFiles, Qlaw, and Pharos Print
- Experience in any of the Public Cloud technologies will be an added advantage

Reporting Performance Management

Monitor team performance and service metrics, ensuring SLA and quality targets are met.
Generate and present weekly, monthly, and quarterly performance reports (QBRs) to IT leadership and business stakeholders.
Use data analysis to identify trends, drive improvements, and support strategic decisions.

Stakeholder Engagement

Serve as the primary point of contact for business and IT stakeholders
Communicate effectively during incidents, escalations, and service disruptions.
Collaborate with other IT teams (infrastructure, applications, security) to ensure seamless end-user support.

Process Improvement Compliance

Develop and maintain standard operating procedures (SOPs), runbooks, and internal documentation.
Identify and implement process improvements to enhance efficiency and service quality.
Ensure adherence to internal controls, IT policies, and compliance requirements.

Knowledge Management

Oversee the maintenance of the IT knowledge base, ensuring documentation is current, accessible, and aligned with common support issues.
Promote knowledge sharing and ensure consistent support across shifts and regions.

Bachelors degree in Information Technology or a related field, or equivalent work experience.
Minimum 7 years of experience in IT operations, including 5+ years in a supervisory or managerial capacity.
Proven ability to manage distributed teams in a fast-paced IT support environment.
Strong experience with ITSM tools (e.g., ServiceNow, Jira) and understanding of ITIL frameworks.
Working knowledge of Microsoft 365, Active Directory, Azure Entra, Intune, and other end-user support technologies.
Experience managing MACD activities in enterprise telephony platforms such as NICE, LiveVox, or Nexida is preferred.
Excellent analytical, communication, and presentation skills.
Experience working with U.S.-based or international stakeholders is a strong plus.

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