Information Technology Service Management Manager

About TrianzTrianz is a leading-edge technology platforms and services company that accelerates digital transformations at Fortune 100 and emerging companies worldwide in data & analytics, digital experiences, cloud infrastructure, and security. The company has developed a disruptive “IP Led Transformations” vision, strategy, and business model over the past 3 years. Some of the company’s IP was recently acquired by AWS and its overall business model has taken off sharply in 2024.Trianz is led by Sri Manchala, a former Special Forces officer from the Indian Army and author of Crossing the Digital Faultline , and a team of veterans from well-known firms such as McKinsey, Deloitte, HCL, KPMG, Wipro, Microsoft, Tata, AWS, GE, etc.Trianz believes that companies around the world face three challenges in their digital transformation journeys - shrinking ‘time to transform’ due to competition & AI, lack of digital-ready talent, and uncertain economic conditions. To help clients leapfrog over these challenges, Trianz has built IP and platforms that have transformed adoption of the Cloud, Data, Analytics & Insights AI.Specifically, Trianz platforms are changing the way companies approach transformations in various disciplines : Concierto : A fully automated platform to Migrate, Manage, and Maximize the multi & hybrid cloud. A zero code SaaS platform, Concierto allows teams to migrate to AWS, Azure and GCP; and manage them efficiently from a single pane of glass. Visit for moreAvrio ‘Data to AI’ Platform : Built on the concept of ‘federated or distributed data’, Avrio revolutionizes how users access data anywhere in their company’s ecosystems; productizes data and makes it available in a Netflix like user experience while delivering BI and AI powered insights. Visit for morePulse : Recognizing that workforces will be distributed, mobile, and fluid, Trianz has built a ‘future of work’ digital workplace platform called Pulse. Visit for moreSince the market launch of this strategy in mid-2023, Trianz has experienced enormous growth, success and recognition.Some of Trianz built IP in data and analytics was acquired by Amazon. Since then, Trianz has been made an engineering partner of Amazon for building / supporting connected ecosystems across multiple AWS platformsMost recently, Trianz and AWS have signed an SCA (Strategic Collaboration Agreement) to work on joint solutions for the cloud; AWS will buy Concierto licences in bulk for AWS partners to use for migrations, and recommend Concierto to their MSPs. Further, AWS Professional Services and Trianz have signed an agreement for joint solutioning and customer delivery. Read more here : Trianz enters into a Strategic Collaboration Agreement with AWS to Revolutionize Cloud Adoption and Management (yahoo.com)Given all this, Trianz is experiencing a significant demand for its SW platforms and consequent growth. To support this growth, Trianz has recently raised private equity capital to scale the company over the next several years ( Trianz Announces Strategic Growth Capital Investment by Capital Square Partners (prnewswire.com ). It is now bolstering its senior and mid-level leadership with top talent across GTM, Engineering, Services, and Partnership organizations. We are seeking leaders driven by our purpose - to help customers accelerate digital transformations and build the next generation software and services organization.We are seeking a seasoned ITSM Architect with deep experience in designing and implementing complex infrastructure solutions across on-premises, cloud, and hybrid environments. This role requires a unique blend of technical expertise, leadership capabilities, and client-facing experience . The ideal candidate will drive architecture strategy, lead infrastructure modernization efforts, and serve as a trusted advisor in enterprise monitoring, service management, and AIOps.Key Responsibilities : Architecture & DesignDesign and architect end-to-end infrastructure solutions for managed services across on-prem, cloud, and hybrid ecosystems.Develop and maintain technical blueprints and reference architectures for scalable infrastructure delivery.Define service catalogs, SLAs, and operational procedures for managed services offerings.Create disaster recovery (DR) and business continuity (BCP) strategies tailored to client environments.Design and present AIOps strategies to clients, focusing on proactive monitoring and intelligent operations.Act as a trusted advisor in areas of Enterprise Service Management, Monitoring, and Automation.Technical LeadershipLead infrastructure assessments, technical due diligence, and modernization audits.Provide technical guidance for infrastructure transformation and cloud migration initiatives.Collaborate with cross-functional teams to implement automated provisioning and configuration management solutions.Oversee the integration of monitoring, alerting, and performance optimization tools.Service Management & OperationsImplement ITIL-based service management processes and best practices.Design and document operational runbooks and build knowledge management systems.Define and manage incident, problem, and change management workflows.Establish KPIs and service level objectives (SLOs) for infrastructure operations.Client Engagement & Pre-Sales SupportServe as the technical SME in client presentations, workshops, and consultations.Conduct solution demonstrations and technical deep dives with stakeholders.Provide ongoing architecture reviews and optimization recommendations.Collaborate with sales and solutioning teams to support pre-sales and proposal development.Required Qualifications : Technical Expertise15+ years of experience in enterprise IT infrastructure architecture and management.Deep knowledge of virtualization platforms : VMware vSphere, Hyper-V, KVM.Strong experience with cloud platforms : AWS, Microsoft Azure, Google Cloud Platform (GCP).Proficient in storage technologies : SAN, NAS, and cloud-native storage.Strong expertise in backup & DR solutions : Veeam, Commvault, Azure Backup, etc.Solid understanding of network infrastructure : routing, switching, firewalls, load balancers.Experience in database administration : SQL Server, Oracle, MySQL, PostgreSQL.Hands-on with monitoring tools : SCOM, Nagios, Datadog, New Relic, etc.Familiarity with endpoint management tools like SCCM, Intune, or equivalent.Service ManagementITIL Foundation certification is required; ITIL Expert / Master preferred.Experience implementing and managing ITSM tools such as ServiceNow, BMC Remedy, Jira Service Management.Understanding of cloud operations and DevOps methodologies.Familiarity with automation and orchestration tools : Terraform, Ansible, PowerShell, etc.