IT Sr. Operations Manager

4 weeks ago

bangalore, India BPM Full time
About BPM: BPM is a full-service accounting firm providing comprehensive assurance, tax, and consulting services to clients globally. We are one of the largest California-based accounting firms and have built our success by focusing on our clients and our people. Our client base encompasses a complex array of sophisticated clients that keep our staff intellectually challenged every day. Our people-centered culture and firm motto “Because People Matter” has allowed us to be consistently recognized as one of the Best Places to Work in the Bay Area. We are dedicated to providing meaningful careers for all of our employees along with fostering an environment that allows an integrated lifestyle. Our flexible culture allows our professionals to live a balanced lifestyle between their work responsibilities and personal commitments. Burr Pilger Mayer India Pvt. Ltd. (BPM India) is a subsidiary of BPM LLP. Founded in 1986, BPM is one of the largest California-based accounting and consulting firms, ranking in the top 35 in the country. With 17 offices across the world, BPM serves emerging and mid-cap businesses as well as high-net-worth individuals in a broad range of industries, including financial services, technology, life science, manufacturing, food, wine and craft brewing, automotive, nonprofits, real estate and construction. The Firm’s International Tax Practice is one of the largest on the West Coast and its well-recognized SEC practice serves approximately 35 public reporting companies, mostly in the technology industry. About the role: The role will lead and expand our IT Operations team in India and drive the setup and scale-up of our IT service operations overseas. In this role, the selected candidate will oversee and grow a technical team, contribute to and execute strategic planning, perform team development, and ensure high standards of IT support are delivered to our colleagues across the globe. They will also be closely engaged with the US IT teams to ensure global alignment and synergy.

Responsibilities:

Strategy & Planning Develop IT operational plans that align with the firm's overall objectives, focusing on robust and efficient IT service operations. Collaborate with senior management and US-based IT teams to set goals and deliverables, ensuring effective communication and stakeholder engagement across geographies. Provide visionary leadership to adapt and implement technology solutions that enhance operational efficiency and the services delivered by the team globally. Service Operations Management: Oversee daily operations of Tier 1+ IT services provided by the support team in India. Ensure services are aligned with firm requirements and maintain continuity across all regions where BPM operates. Define, monitor, and optimize key performance indicators (KPIs) for IT operations to support organizational demands and future growth. Oversee incident and problem response, managing these according to their impact and severity from initiation to resolution. Forecast and manage the IT operations budget, ensuring effective resource allocation and cost management. Produce, update, and manage IT team processes, documentation, and policies. Team Leadership and Development: Lead recruitment, training, and development initiatives for the IT team to cultivate a culture of high performance, ownership, and continuous improvement. Support strong collaboration and alignment between Indian and US IT teams, fostering a cohesive work environment. Ensure all IT service operations comply with predefined service level agreements (SLAs) and management policies, maintaining high-quality standards. Lead, mentor, and manage the helpdesk team, including scheduling, performance evaluations, and training. Analyze helpdesk activities to identify inefficiencies or recurring issues and implement changes to optimize processes. Coach staff to perform to their full potential and team expectations.

Position Requirements:

Formal Education, background, & Certification Bachelor’s degree in a relevant field 15+ years of related work experience Proven track record of managing IT support teams for at least 3 years, particularly in a multicultural and geographically dispersed setup. Technical background with working knowledge of current Internet technologies Management Knowledge & Experience 5+ years’ direct work experience managing projects, including all aspects of project design, development and execution. Strong familiarity with project management methodology, software or tools Demonstrated experience in personnel management. Practical experience in managing IT services according to SLAs and achieving high service quality standards. Demonstrated experience working with or managing IT services within the Indian market, which includes dealing with local vendors, managing local IT teams, and understanding the logistical and regulatory challenges specific to India. Technical Knowledge & Experience Cloud Computing: Knowledge of and experience in managing cloud services (Azure & M365) Information Security: Knowledge of antivirus software, anti-malware programs, and basic security best practices Regulatory Knowledge: Understanding of relevant legal and regulatory compliance matters affecting IT in India Help Desk Software: Proficiency with service desk software used for support tickets Communication Skills: Ability to explain technical details clearly and concisely to non-technical colleagues Leadership & Soft Skills Ability to clearly communicate and present ideas, solutions, and plans Ability to coach, mentor, motivate, and lead teams towards achieving operational excellence and innovation. Proficiency in communicating across various levels of an organization, from technical teams to senior stakeholders. Self-motivated, agile, and able to manage emerging situations independently. Strong analytical and problem-solving skills to effectively address operational challenges. Ability to navigate and manage cross-cultural environments sensitively and effectively. Adaptability to Time Zones: Ability to manage operations across different time zones if the role requires coordination with teams in the US or other countries 

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