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Certified SAP and enterprise cloud service provider
IT Manager
Location
India
Posted
123 days ago
Salary
0
Seniority
Lead
Job Description
IT Manager
Protera
• The offshore IT Operations Manager is responsible for leading and overseeing day‑to‑day IT operations during the offshore shift to ensure the continuous stability, performance, and availability of critical systems and services across all our cloud environments. • This role manages an offshore operations team, monitors infrastructure health, coordinates incident response, and ensures adherence to operational standards and SLAs. • Lead and manage the offshore IT operations team, providing coaching, performance management, scheduling, and escalation support. • Oversee proactive monitoring of infrastructure, applications, networks, and cloud services to ensure uninterrupted operations. • Own enforcement of operational standards, SLAs, and change controls during the offshore shift, with authority to intervene when risk is identified. • Serve as the overnight incident owner with authority to declare severity, drive resolution, and make time-critical decisions to protect customer- and dealer-facing services. • Ensure clear incident ownership, escalation, and documented outcomes, including vendor actions and accountability. • Communicate critical incidents immediately to appropriate stakeholders. • Prepare and deliver a structured, detailed shift handoff report each morning. • Highlight overnight incidents, service degradations, maintenance work, and open tickets requiring U.S.-team action. • Provide clear status updates on in-progress tasks, risks, and upcoming items. • Identify opportunities for automation, efficiency gains, and improved monitoring. • Implement and enforce best practices around service operations and ITIL frameworks. • Collaborate with U.S. operations leadership on continuous improvement initiatives and roadmap planning. • Act as the primary overnight point of command for teams enforcing SLAs and driving escalations through resolution. • Own oversight of overnight production changes, releases, and maintenance activities, ensuring readiness, validation, rollback capability, and post-change monitoring. • Support compliance, audit, and documentation requirements. • Maintain safety, security, and privacy standards throughout all areas of responsibility. • Strong understanding of infrastructure operations, networking, cloud platforms, and enterprise monitoring tools. • Proven experience with incident management, escalation handling, and working in 24×7 follow-the-sun operations. • Excellent communication skills, especially in producing clear and actionable shift-handoff reports. • Experience working with global or distributed teams. • Solid understanding of ITIL practices.
Job Requirements
- Experience supporting hybrid on-prem and cloud environments (AWS).
- Background in automation or scripting (PowerShell, Python, or equivalent).
- Experience with enterprise ticketing and monitoring tools (ServiceNow, Jira, SolarWinds, LogicMon, NewRelic, Grafana, Prometheus, etc.).
- Proficient in Microsoft Office products, including but not limited to: Word, PowerPoint, Excel, Outlook, and Visio
- Disciplined, detail-oriented, and well organized with a strong background in operational methodology.
- Solid analytical and troubleshooting skills to quickly determine root causes of problems and drive towards solutions.
- Ability to foster a collaborative and collegial atmosphere within a dynamic and fast-paced work environment.
- Excellent verbal and written communication skills.
- Ability to think critically.
- Ability to problem solve.
- Ability to manage time and multiple priorities.
- Bachelor's degree in Computer Science, Information Systems, or other related field, or equivalent work experience.
- 7+ years of IT operations experience, with at least 2–3 years in a supervisory or management role.
Benefits
- Work from Home set up
- Comprehensive medical benefits
- Gratuity, PF, EPS and Bonus
- Shift Allowances
- Health and wellness Allowances
- Learning and Development Allowances
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