IT Operations Manager

5 days ago

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

Job Summary:

We are seeking a highly skilled and experienced IT Team Lead with 5-7 years of experience to manage and guide a 24x7 operational team comprising L2 Support Engineers and Infrastructure Engineers during the night and weekend shifts.

The candidate will function as a technical lead (L3 level) and escalation authority, ensuring timely resolution of user support and infrastructure issues, SLA/SLO adherence, and continuous service excellence.

  • Technical & Operational Oversight:
    • Act as L3 escalation point for all end-user support and infrastructure issues.
    • Monitor and manage issues related to: End-User Devices & Applications, Global Network Infrastructure, Azure, AD, Entra, Servers & Monitoring Tools.
    • Ensure critical incidents and alerts are triaged, escalated, and resolved within SLA.
    • Oversee ticket lifecycle in tools like JIRA, ensuring proper documentation and closure.
  • Shift Management:
    • Lead the night/weekend operations team 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.
    • Contribute to continual service improvement initiatives.
  • 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 KPIs.
    • Enforce team discipline, shift compliance, and professional standards.

Key Requirements:

  • 5+ years of hands-on technical experience in end-user support and IT infrastructure management at L3 level.
  • At least 2 years in a team lead or escalation role in a 24x7 environment.
  • Deep understanding of M365, Intune, Defender, Windows, MacOS, Linux, Networking, Azure, AD, Entra ID, cloud infrastructure.
  • 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 (preferably with European user base).
  • Fluent communication with a neutral and clear English accent is mandatory.
  • Excellent reporting, documentation, and presentation skills.
  • Microsoft Certified: Azure Administrator / Modern Desktop Administrator.
  • ITIL Foundation or higher.

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