Operations Manager - Infrastructure

We are seeking a highly skilled and proactive Operations Manager – Infrastructure to lead and manage infrastructure operations in a dynamic, 24x7 environment. The ideal candidate will have strong technical acumen, proven experience in managing critical incidents (P1/P2), driving Post-Incident Reviews (PIRs), and delivering exceptional customer service.

This role demands leadership in managing remote teams and working within a managed services framework.

Key Responsibilities

Oversee day-to-day infrastructure operations ensuring high availability and performance. Ensure adherence to SLAs, KPIs, and compliance standards. Lead and drive P1/P2 incident calls with cross-functional teams. Ensure timely resolution and communication to stakeholders. Conduct and review Post-Incident Reports (PIRs) with root cause analysis and preventive actions.

Act as the primary point of contact for customer escalations. Build strong relationships with clients and internal stakeholders. Ensure customer satisfaction through proactive communication and service excellence. Manage and mentor remote and distributed teams across geographies. Foster a culture of accountability, collaboration, and continuous improvement.

Work closely with service providers to ensure delivery quality and contractual compliance. Monitor vendor performance and drive service improvements. Communication both Oral and written must be @ a good standard Strong Co-ordination and influencing ability to drive Incidents or BAU tasks (I.e. Updates, upgrades, etc..)

to closure Has experience managing/leading cross functional team Has experience or involved in user experience improvements, identifying trends and risks. Ability to communicate clearly with both technical and non-technical people. Strong technical skill set in Data Center (DC) Services, with prior hands-on working knowledge Knowledge application support(optional) to understand the issues pertaining to application side Experience in handling Major Incidents along with effective stakeholder management Experience managing or working with offshore and remote teams Knowledge of the CPG environment (optional) Good understanding of ITSM processes and related governance Preferred Technical Knowledge Strong understanding of IT Infrastructure domains: Servers, Storage, Networking, Cloud (AWS), Virtualization, End user computing and Service Desk Familiarity with ITIL processes and tools – ServiceNow.

Experience with monitoring tools (e.g., SolarWinds, , Dynatrace). Knowledge of automation and scripting (e.g., PowerShell, Python) is a plus. Experience 10+ years of experience in IT Infrastructure Operations, with at least 5 years in managerial role. Proven experience in managing 24x7 operations and critical incident handling.

Experience in working with remote teams and global delivery models. Exposure to managed services environments and vendor governance. Soft Skills Excellent communication and interpersonal skills. Strong analytical and problem-solving abilities. Ability to work under pressure and manage multiple priorities. Leadership and team-building capabilities.