About the role
About the RoleWe are looking for an experienced Operations Manager to lead our IT support operations and ensure smooth delivery of services across multiple projects. The ideal candidate should have a strong understanding of IT service management, experience handling support teams, and the ability to drive operational excellence while maintaining high customer satisfaction.This role requires someone who can effectively manage incidents, coordinate with L1, L2, and L3 support teams, monitor service performance, and ensure support activities are aligned with business and customer expectations.
Key Responsibilities
- Manage day-to-day IT operations and support delivery, ensuring services are delivered within agreed SLAs.
- Monitor and manage service tickets, ensuring timely assignment, tracking, escalation, and closure.
- Coordinate incident triage and allocate tickets to the appropriate L1, L2, or L3 support teams based on priority and complexity.
- Act as the escalation point for critical production issues and drive them to resolution.
- Ensure Incident, Problem, and Change Management processes are followed in line with ITIL best practices.
- Review operational metrics such as SLA compliance, ticket backlog, aging, MTTR, and customer satisfaction, and take corrective actions wherever required.
- Work closely with customers, internal stakeholders, and technical teams to ensure smooth communication and service delivery.
- Conduct regular service review meetings and share operational reports and improvement plans.
- Identify process improvement and automation opportunities to enhance operational efficiency.
- Maintain operational documentation, knowledge articles, and support procedures.
- Lead, mentor, and support L1, L2, and L3 teams, ensuring effective collaboration and continuous skill development.
- Participate in resource planning and workload management to ensure optimal team utilization.
- 5+ years of experience in IT Operations, Service Delivery, or Application Support.
- Strong understanding of the ITIL framework (Mandatory).
- Hands-on experience in managing service tickets and ITSM processes.
- Experience working with Incident, Problem, and Change Management.
- Good understanding of ticket assignment, incident triage, and coordination between L1, L2, and L3 support teams.
- Experience with ITSM tools such as ServiceNow, Jira, or similar platforms.
- Strong analytical, communication, and stakeholder management skills.
- Ability to manage multiple priorities in a fast-paced support environment.
- Bachelor's degree in Engineering, Computer Science, Information Technology, or a related field.
- ITIL Foundation or higher certification (Good to Have).
- Experience in Managed Services or enterprise application support will be an added advantage.