Operational Excellence Manager

3 days ago

Bengaluru Bangalore Chennai, India beBeeLeader Full time ₹ 9,00,000 - ₹ 12,00,000
System Operations Leader

Job Description:

As a System Operations Leader, you will oversee the day-to-day functioning of production systems, ensuring optimal performance and uptime. Your primary focus will be on leading support teams in efficiently handling incidents, service requests, and real-time alerts to ensure swift resolution.

You will coordinate release and deployment workflows to guarantee smooth transitions with minimal impact on live environments. Additionally, you will manage incident, problem, and change processes in alignment with ITIL standards.

One of your key responsibilities will be to lead root cause analysis (RCA) for major incidents, implement corrective actions, and drive preventive measures. You will also handle escalations and ensure timely resolution of critical issues.

To measure success, you will track Key Performance Indicators (KPIs) such as system uptime, incident resolution time, and SLA compliance. This data will help inform business decisions and drive continuous improvement initiatives.

Apart from these technical skills, you will develop and maintain dashboards and reports for system health, support metrics, and operational performance. Furthermore, you will present regular updates to senior leadership and stakeholders.

The role requires collaboration with development and QA teams to resolve issues and implement long-term fixes. Effective communication with stakeholders regarding system outages, resolutions, and ongoing improvements is also essential.

In this position, you will maintain detailed documentation for support procedures, known errors, troubleshooting guides, change logs, and incident history. Ensuring adherence to internal policies, audit requirements, and industry best practices will also be a key responsibility.

Required Skills and Qualifications:

  • ITIL processes (Problem / Incident / Change etc.)
  • Experience in Service Now
  • Hands-on experience using Jira / Confluence
  • Strong leadership and team management skills
  • Excellent communication and stakeholder engagement abilities
  • Analytical thinking and problem-solving mindset
  • Ability to work under pressure and manage critical incidents
  • Commitment to continuous improvement and operational excellence
  • Familiarity with ITIL processes and service management best practices

Technical Skills:

  • Certification in ITIL
  • Proficient in SQL Server
  • Experience with production system monitoring and support
  • Proficiency in incident, problem, and change management
  • Expertise in root cause analysis and corrective action planning
  • Ability to develop dashboards and performance reports (e.g., using tools like Grafana, Splunk, etc.)
  • Understanding of release and deployment processes
  • Awareness of audit and compliance standards
  • Familiarity with KPIs and SLA tracking

Good to Have Technical Skills:

  • Finance domain background
  • AWS Cloud/Azure Cloud/Google Cloud
  • Kubernetes and Docker
  • Deployment CI/CD tools
  • Familiarity in any programming language (.Net)

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