Operations Manager - IT Infrastructure
BETSOLbangalore, India18 hours ago
Job descriptionEnsure delivery of consistent support for hardware, software, and access-related issues across the organization. Provide oversight across tools and platforms including : Microsoft 365, Teams, Outlook, OneDrive, SharePoint Intune for endpoint management Ivanti for asset and configuration management Enterprise telephony platforms (NICE, LiveVox, Nexida) for user-level provisioning and MACD tasks Legal and business apps such as LegalFiles, Qlaw, and Pharos Print Experience in any of the Public Cloud technologies will be an added advantage Monitor team performance and service metrics, ensuring SLA and quality targets are met. Generate and present weekly, monthly, and quarterly performance reports (QBRs) to IT leadership and business stakeholders. Use data analysis to identify trends, drive improvements, and support strategic decisions. Serve as the primary point of contact for business and IT stakeholders Communicate effectively during incidents, escalations, and service disruptions. Collaborate with other IT teams (infrastructure, applications, security) to ensure seamless end-user support. Develop and maintain standard operating procedures (SOPs), runbooks, and internal documentation. Identify and implement process improvements to enhance efficiency and service quality. Ensure adherence to internal controls, IT policies, and compliance requirements. Oversee the maintenance of the IT knowledge base, ensuring documentation is current, accessible, and aligned with common support issues. Promote knowledge sharing and ensure consistent support across shifts and regions. Bachelor's degree in Information Technology or a related field, or equivalent work experience. Minimum 7 years of experience in IT operations, including 5+ years in a supervisory or managerial capacity. Proven ability to manage distributed teams in a fast-paced IT support environment. Strong experience with ITSM tools (e.g., ServiceNow, Jira) and understanding of ITIL frameworks. Working knowledge of Microsoft 365, Active Directory, Azure Entra, Intune, and other end-user support technologies. Experience managing MACD activities in enterprise telephony platforms such as NICE, LiveVox, or Nexida is preferred. Excellent analytical, communication, and presentation skills. Experience working with U.S.-based or international stakeholders is a strong plus.
Job Description
We are looking for an experienced and driven Operations Manager to lead our client’s IT Infrastructure function. This role is responsible for overseeing daily IT operations, managing team performance, ensuring SLA compliance, and driving continuous service improvements. The ideal candidate has a strong technical foundation in end-user technologies, experience managing global stakeholders, and a passion for delivering high-quality IT support services.
Key Responsibilities
Team Management & Leadership
- Manage day-to-day operations of the IT Infrastructure, including ticket management, resource allocation, shift planning, and escalation handling.
- Lead and mentor Server, Storage, and Voice Engineers, fostering a high-performance and customer-centric culture.
- Oversee onboarding, training, and career development of IT staff.
Operational Oversight
Active Directory and Azure Entra for identity and access management
Reporting & Performance Management
Stakeholder Engagement
Process Improvement & Compliance
Knowledge Management
Qualifications
Additional Information
All your information will be kept confidential according to EEO guidelines.
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Operation Manager • bangalore, India
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