About The Role

Team Management Oversee daily IT infrastructure operations, including incident ticket management, resource allocation, shift scheduling, and escalation management. Directly supervise and mentor Server, Storage, and Onsite Engineers, ensuring technical excellence and customer-focused service delivery. Foster a high-performance culture by setting clear expectations, conducting regular performance reviews, and providing coaching and development opportunities. Ensure seamless handover and coverage across shifts, especially in global or 24x7 environments. Operational Oversight Act as the primary technical escalation point for critical incidents and complex, cross-domain issues. Conduct in-depth troubleshooting, perform root cause analysis (RCA), and implement long-term solutions to prevent recurrence. Lead infrastructure upgrades, migrations, and major changes across computers, storage, network, and cloud platforms (e.g., Azure, on-prem). Deploying and troubleshooting OpenShift and OpenStack platforms are mandatory. Collaborate with security and compliance teams to enforce governance, risk mitigation, and regulatory requirements. Manage vendor relationships for escalations, patch management, and advanced technical support. Provide technical guidance and mentorship to L1–L2 support teams. Monitor and report on key performance indicators (KPIs), SLAs, and service quality metrics. Prepare and present weekly, monthly, and quarterly business reviews (QBRs) to IT leadership and business stakeholders. Use data analytics to identify trends, drive service improvements, and inform strategic IT decisions. Stakeholder Engagement Communicate proactively and effectively during incidents, escalations, and service disruptions, ensuring transparency and timely updates. Collaborate with other IT teams (infrastructure, applications, security) to ensure seamless end-user support and service delivery. Build strong relationships with business stakeholders, understanding their needs and aligning IT operations with business objectives. Process Improvement & Compliance Develop, maintain, and continuously improve standard operating procedures (SOPs), runbooks, and internal documentation. Identify and implement process improvements to enhance operational efficiency and service quality. Ensure strict adherence to internal controls, IT policies, and compliance requirements (e.g., ISO, GDPR, SOX). Knowledge Management Oversee the maintenance and accuracy of the IT knowledge base, ensuring documentation is current, accessible, and aligned with common support issues. Promote knowledge sharing and consistent support practices across shifts and regions. Qualifications Bachelor’s degree in Information Technology or a related field, or equivalent practical experience. Minimum 8 years of experience in IT operations, with at least 2 years in a supervisory or managerial role. Strong proficiency with ITSM tools (e.g., ServiceNow, Jira) and a solid understanding of ITIL frameworks. Excellent analytical, communication, and presentation skills.