Senior Operations Manager

Role

Senior Operations Manager - IVS-R Hybrid Platform (On-Premises & AWS Cloud)

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Location

Chennai

Experience:

8+ years

What awaits you/ Job Profile

• Own end-to-end operational excellence for the IVS-R platform across both on-premises and AWS cloud environments.
• Act as the primary operational coordination point between Development, Operations, Architecture, Product Owners, Business Stakeholders, Markets, Infrastructure Providers, and Support Teams.
• Understand the end-to-end IVS-R business process and assess operational impacts across markets, ordering processes, interfaces, and downstream consumers.
• Ensure stable operation of one of BMW's most business-critical ordering platforms while supporting the ongoing cloud transformation strategy.
• Drive short-term operational stabilization initiatives and long-term operational improvement programs.
• Coordinate incident, problem, change, release, and escalation processes across all involved parties.
• Facilitate communication during major incidents and ensure transparent stakeholder communication up to management level.
• Analyze operational risks, identify service gaps, and proactively initiate mitigation activities.
• Act as the operational counterpart for feature teams, ensuring operational requirements are integrated into development and cloudification activities.
• Coordinate go-live readiness, rollback preparedness, hypercare phases, and transition activities during the IVS-R cloudification journey.
• Ensure observability, monitoring, alerting, operational documentation, support models, and runbooks remain aligned across on-premises and cloud environments.
• Monitor operational KPIs, SLAs, incident patterns, recurring defects, and service trends to identify optimization opportunities.
• Facilitate cross-functional workshops and align stakeholders with conflicting priorities.
• Support strategic planning regarding operational readiness, capacity planning, support concepts, and future operating models.
• Drive knowledge transfer between Munich, Hub teams, development teams, operations teams, and external partners.
• Fulfil the role as Operations Lead, Stakeholder Manager, Incident Coordinator, Service Owner Representative, communication hub, and outward-facing link for IVS-R.

What should you bring along

Operations & Leadership

• 8+ years of experience in IT operations, service management, or operational leadership.
• Strong ability to understand interactions between business processes, system landscapes, stakeholders, and operational impacts.
• Experience leading complex discussions involving business, technical, and management stakeholders.
• Excellent moderation, communication, negotiation, and escalation-management capabilities.
• Ability to translate technical issues into business-relevant impacts and vice versa.
• Strong ownership mentality for operational stability and customer satisfaction.
• Experience working in highly distributed international organizations.

Technical Background

• Strong understanding of enterprise Java applications and large-scale system landscapes.
• Good understanding of AWS cloud services and containerized environments.
• Familiarity with Kubernetes, Docker, monitoring, observability, CI/CD, and DevOps principles.
• Understanding of hybrid environments combining legacy on-premises components with cloud-native services.
• Experience with incident management, problem management, change management, and operational governance.
• Knowledge of monitoring and observability platforms such as Grafana, Prometheus, ELK/OpenSearch, CloudWatch, and related tooling.

Must have technical skill

• ITSM: Incident, Problem, Change, and Major Incident Management
• Service Operations and Operational Governance
• Stakeholder Management
• Escalation Management
• Cross-functional Communication
• Risk and Dependency Management
• Operational Readiness
• Release and Go-Live Coordination
• AWS Cloud Fundamentals
• Hybrid On-Premises and Cloud Operations
• Monitoring and Observability
• DevOps and Agile Collaboration
• Capacity Planning
• KPI and SLA Management
• Root Cause Analysis
• Business Process Understanding

Good to have technical skills

• IVS-R product knowledge.
• Vehicle order lifecycle understanding.
• Experience with large-scale ordering systems.
• Experience supporting cloud migration programs.
• Automotive retail or sales systems experience.
• Knowledge of PIC processes.
• Experience working with globally distributed delivery hubs.
• AWS certification, ITIL certification, or Service Management accreditation.