IT Senior Operations Specialist

1 day ago

Hyderabad, Telangana, India beBeeInfrastructure Full time ₹ 12,00,000 - ₹ 15,00,000
Job Overview

We are seeking a seasoned IT professional to lead our team of technical experts. As an IT Team Lead, you will be responsible for overseeing the smooth operation of our IT infrastructure and providing technical and operational oversight.

Key Responsibilities:

  • Technical & Operational Oversight:
    • Act as a senior escalation point for all end-user support and infrastructure issues.
    • Monitor and manage issues related to End-User Devices & Applications (Windows, Mac, Linux, M365, Intune, Defender) and Global Network Infrastructure (Firewalls, Switches, VPN, Wi-Fi).
    • Ensure critical incidents and alerts are triaged, escalated, and resolved within agreed service level agreements.
    • Oversee ticket lifecycle in tools like JIRA, ensuring proper documentation and closure.
  • Shift Management:
    • Lead a team of night/weekend operations staff and ensure smooth shift execution.
    • Coordinate shift handovers with clear status updates and pending actions.
    • Track and manage staff availability, including leave planning and replacements.
    • Drive knowledge transfers, team mentoring, and technical upskilling.
  • Reporting & Analysis:
    • Generate and analyze shift-wise operational reports (tickets, alerts, trends).
    • Identify recurring issues and propose preventive measures or process improvements.
  • People & Performance Management:
    • Supervise the performance of L2 support and infrastructure engineers.
    • Conduct regular 1:1s, feedback sessions, and collaborate with senior management on team key performance indicators.
    • Enforce team discipline, shift compliance, and professional standards.
Required Skills & Experience
  • 5+ years of hands-on technical experience in end-user support and IT infrastructure management at senior level.
  • At least 2 years in a leadership or escalation role in a 24x7 environment.
  • Deep understanding of cloud infrastructure, Microsoft 365, Intune, Defender, Windows, MacOS, Linux, Networking, Azure, AD, Entra ID.
  • Monitoring & troubleshooting tools: Zabbix, PRTG, Sentinel, NetFlow, SIEM.
  • Strong working knowledge of JIRA, Confluence, TeamViewer.
  • Exceptional problem-solving, triaging, and escalation handling capabilities.
  • Proven experience working in a globally distributed support environment.
  • Fluent communication with a neutral and clear English accent is mandatory.
  • Excellent reporting, documentation, and presentation skills.
  • Certified in Microsoft Azure Administrator / Modern Desktop Administrator.
  • ITIL Foundation certification or higher.

As a leader, you will be expected to mentor and develop your team members, drive innovation, and continuously improve processes and procedures.

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