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, VoIP, 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 & GenAI 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.

---