Manager - technology operations

Position Title, Responsibility Level Manager Technology Operations - (Enterprise Systems and Computing) Function Global Technology Reports to AVP – Ent Systems & Computing, Technology Operation Location: NSL, Noida Basic Function Efficiently manage day-to-day IT operational activities across Systems, Voice, and Network to ensure seamless functioning. Ensure operational stability by adhering to established tools, ITSM processes, and compliance frameworks. Demonstrate a strong understanding of running large-scale IT infrastructure operations, including servers, voice infra, and networking components. Must have a sound understanding of AWS or Azure Cloud Infra, Server, Storage, and Network Technologies. Work seamlessly within the IT Service Management (ITSM) framework and enhance identified process gaps. Exhibit solid experience working with core network components like DNS, DHCP, IP addressing, LAN/WAN, TCP/IP, switches, routers, and firewalls. Coordinate and manage enterprise voice infrastructure including SIP, Vo IP, SBC, cloud telephony (e.g., MS Teams Calling), and IP-PBX systems. Ensure compliance with technology controls (patching, antivirus, VAPT, backup, DR, etc.) across systems and network domains. Collaborate with IT Security and Compliance teams to ensure policy adherence and audit readiness. Maintain up-to-date documentation, runbooks, SOPs, and asset inventories. Lead knowledge transfer, periodic service reviews, and operational reporting for leadership. Understanding of Next Gen Technologies such as AI & Gen AI is very essential from ITIL transformation point of view. Essential Functions (Technical) In-depth technical understanding of: Windows Server, Active Directory, Group Policies, Clusters. Office 365, Exchange Online, Teams Voice, Unified Communications. SCOM, SCCM, Intune, and endpoint management. Network management (switching, routing, VPN, load balancers). Enterprise voice platforms (MS Teams Direct Routing, Cisco, Avaya, SIP Trunks, SBC). Authentication protocols (LDAP, SAML, OAuth), RBAC, MFA. Ensure high availability, patching, and performance tuning of systems and network services. Support configuration, monitoring, and issue resolution across all infra layers including voice gateways and firewalls. Provide L3 escalation support and own RCA for major incidents. Essential Functions (Operational) Manage 24x7 BAU operations for Systems, Network, and Voice effectively with minimal service disruptions. Lead a cross-functional team of Technical SMEs covering Infra, Voice, and Network domains. Handle shift planning, escalation matrix, and resource allocation for operations. Act as the single point of contact for coordination with other IT and business functions. Ensure timely incident and request fulfillment as per SLA/OLA commitments. Oversee access provisioning, deprovisioning, and periodic reviews for critical systems. Govern third-party partners and OEMs for timely support, SLAs, and contract compliance. Drive operational KPIs – incident MTTR, SLA adherence, change success rate, etc. Participate in Change Advisory Boards (CAB), Major Incident Reviews, and Governance forums. Promote continuous service improvement and automation across Infra Ops. Primary Internal Interactions Sr Manager/Manager – Technology Operations. Service Delivery Managers. Service Desk Lead / Manager. Compliance and Information Security Team. Business & IT Management Team. Primary External Interactions Vendors and Partner Ecosystem Vendor Specific - Technical Consultants and Operation support Managers. OEM Partners – Technical SME’s & Support teams. Organizational Relationships Skills Technical Skills Certifications in Microsoft Active Directory/Server 2008/2012 Hands on Wintel & Datacenter Operations. Knowledge on ITSM automation & Enhancements, Backup solutions, MS-O365 Messaging, Netskope SWG / NPA, VDI & Monitoring & Observability. Process Specific Skills ITIL 3.0 or 4.0 Good understanding and familiarity with ITIL framework Basic understanding of ISO 27001, SOX, PCI DSS Standards Process optimization Soft skills (Desired) Ability to communicate effectively with all levels within and outside the organization, including senior management and technical teams. Good listening and consultative skills. Excellent written and presentation skills. - Keen attention to detail. Conduct regular team meetings to review, approve and monitor goals, owning and ensuring their success. Self-motivated, strong initiative and be customer focused Education Requirements Bachelor’s degree in computer science / information technology (or equivalent relevant experience) Sound interpersonal skills and collaborative approach with the ability to interact and communicate effectively across all levels of the organization Good influencing skills Solid organizational, time management and prioritization skills Work Experience Requirements At least 8-15 years in a similar role. Exposure to Wintel Operations.