24 / 7 Support Operations Manager

We are looking for an experienced Operations Manager to lead a 24 / 7 support team responsible for ensuring continuous availability and reliability of critical business applications and data pipelines across cloud and on-prem environments.

The ideal candidate is technically hands-on, process-driven, and capable of maintaining high operational standards through strong incident management, governance, and team leadership.

Key Responsibilities

• Lead and manage the 24 / 7 operations team, ensuring proactive monitoring, incident resolution, and seamless shift handovers.
• Drive Root Cause Analysis (RCA) processes and ensure all incidents are followed through to closure with preventive measures.
• Establish structured reporting and governance mechanisms — including daily status updates, trend analysis, and performance dashboards.
• Ensure SLA compliance, operational stability, and continuous improvement across all supported applications.
• Act as the primary escalation point for production issues, coordinating with cross-functional teams to restore services promptly.
• Collaborate with development, cloud, and data engineering teams to identify recurring issues and implement permanent fixes.
• Maintain updated runbooks, SOPs, and shift documentation to ensure consistency and operational readiness.
• Mentor and guide team members, fostering a culture of ownership, accountability, and service excellence.

Required Skills & Experience

Nice to Have