{"id":2807286,"url":"https://alion.io/job/conneqtion-consulting-cq10144-operations-manager","title":"CQ10144 - Operations Manager","company":{"id":3801556,"name":"Conneqtion Consulting","domain":"conneqtiongroup.com","url":"https://alion.io/company/conneqtion-consulting","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Keka","truth_index":{"grade":"B","score":75,"open_postings":5,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-25T05:49:26Z"}},"role":"Management","role_family":"Management","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bengaluru, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":15500,"max_usd":43000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":24},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Jira","optional":false},{"name":"ServiceNow","optional":false}],"status":"live","first_seen_at":"2026-08-05T13:45:02Z","employer_posted_date":"2026-08-05","last_verified_at":"2026-10-25T18:50:53Z","board_verified":true,"closed_at":null,"days_open":81,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":81},"description":"About Conneqtion\nConneqtion Group is a trusted Oracle Cloud Infrastructure (OCI) & Oracle SaaS Implementation Partner, dedicated to helping businesses implement cutting-edge digital solutions in ERP, AI & Analytics. With a strong presence in EMEA, APAC and NA, our consulting and services firm specializes in Oracle technologies. Our experienced team excels in Oracle Cloud implementation, utilizing the OUM methodology to deliver innovative transformations for our clients. Conneqtion Group has successfully provided Oracle professional services to over 50 SMEs and large-scale enterprises, driving efficiency and growth through tailored digital solutions. At Conneqtion Group, we harness innovation to bring about meaningful change for our clients, ensuring their systems are optimized for peak performance and future growth.\nAbout the Role\nWe are looking for an experienced Operations Manager to lead our IT support operations and ensure smooth delivery of services across multiple projects. The ideal candidate should have a strong understanding of IT service management, experience handling support teams, and the ability to drive operational excellence while maintaining high customer satisfaction.\nThis role requires someone who can effectively manage incidents, coordinate with L1, L2, and L3 support teams, monitor service performance, and ensure support activities are aligned with business and customer expectations.\nKey Responsibilities\nManage day-to-day IT operations and support delivery, ensuring services are delivered within agreed SLAs.\nMonitor and manage service tickets, ensuring timely assignment, tracking, escalation, and closure.\nCoordinate incident triage and allocate tickets to the appropriate L1, L2, or L3 support teams based on priority and complexity.\nAct as the escalation point for critical production issues and drive them to resolution.\nEnsure Incident, Problem, and Change Management processes are followed in line with ITIL best practices.\nReview operational metrics such as SLA compliance, ticket backlog, aging, MTTR, and customer satisfaction, and take corrective actions wherever required.\nWork closely with customers, internal stakeholders, and technical teams to ensure smooth communication and service delivery.\nConduct regular service review meetings and share operational reports and improvement plans.\nIdentify process improvement and automation opportunities to enhance operational efficiency.\nMaintain operational documentation, knowledge articles, and support procedures.\nLead, mentor, and support L1, L2, and L3 teams, ensuring effective collaboration and continuous skill development.\nParticipate in resource planning and workload management to ensure optimal team utilization.\n\nRequired Skills\n5+ years of experience in IT Operations, Service Delivery, or Application Support.\nStrong understanding of the ITIL framework (Mandatory).\nHands-on experience in managing service tickets and ITSM processes.\nExperience working with Incident, Problem, and Change Management.\nGood understanding of ticket assignment, incident triage, and coordination between L1, L2, and L3 support teams.\nExperience with ITSM tools such as ServiceNow, Jira, or similar platforms.\nStrong analytical, communication, and stakeholder management skills.\nAbility to manage multiple priorities in a fast-paced support environment.\n\nPreferred Qualifications\nBachelor's degree in Engineering, Computer Science, Information Technology, or a related field.\nITIL Foundation or higher certification (Good to Have).\nExperience in Managed Services or enterprise application support will be an added advantage.\n\nConneqtion’s Diversity & Inclusion Statement\nAt Conneqtion, diversity and inclusion are at the heart of our culture. As an equal opportunity employer, we take pride in fostering a workplace where everyone is valued and respected. Our DEI initiative is dedicated to promoting equality, embracing diversity, and creating an inclusive environment for all. We believe that a diverse workforce drives innovation and success, encouraging applicants from all backgrounds, including different races, ethnicities, religions, genders, sexual orientations, abilities, and experiences. To empower our global team, we offer flexible work arrangements, mentorship, career mobility, and continuous learning opportunities. 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