{"id":4166226,"url":"https://alion.io/job/ddn-senior-manager-it-service-operations","title":"Senior Manager, IT Service Operations","company":{"id":672909,"name":"DDN","domain":"ddn.com","url":"https://alion.io/company/ddn","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"A","score":98,"open_postings":8,"ghost_share":0,"stale_share":0,"repost_share":0.125,"time_to_fill_p50_days":44,"computed_at":"2026-11-12T10:38:37Z"}},"role":"Leadership","role_family":"Leadership","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Pune, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":8,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"IAM","optional":false},{"name":"Incident Management","optional":false},{"name":"ISO 27001","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"SOC 2","optional":false}],"status":"live","first_seen_at":"2026-11-12T09:05:31Z","employer_posted_date":"2026-11-12","last_verified_at":"2026-11-13T15:45:34Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"This role leads the operating practices that keep DDN's IT services dependable as the company grows. Based in Pune, the Senior Manager owns incident, change, problem, and major incident management; establishes usable service and configuration data; and works closely with infrastructure monitoring teams. The position also provides on-site leadership in India and operational coordination across APAC and EMEA, while functional reporting relationships remain with the respective team leaders.\nWhat you’ll do:\nService management\nRun and improve incident, major incident, change and problem management across IT, with clear ownership, escalation paths, communications and service restoration practices.\n\nLead critical incident response, coordinate resolver teams, document timelines and follow through on root causes and corrective actions.\n\nEstablish practical change assessment and approval controls, emergency change handling, post-implementation review, and meaningful service performance reporting.\n\nMaintain knowledge, procedures, and auditable evidence for service operations; partner with Security and Compliance on SOC 2 and ISO 27001 readiness.\n\nAct as a Change and Problem Manager for IT changes.\n\nConfiguration data, monitoring, and employee lifecycle\nOwn the service-management side of the CMDB, including data quality, ownership, relationships, and a prioritized approach to critical-service visibility.\n\nPartner with Core Infrastructure on monitoring and event integrations, turning alerts into actionable incidents and reducing noise and repeat outages.\n\nOwn the operational process for employee onboarding, moves, and offboarding, coordinating HR, IAM, endpoint, and the ESM platform team; ensure ownership, approvals, and handoffs are defined.\n\nWork with the ESM engineers to translate process requirements into workflows, SLAs, dashboards, and control evidence.\n\nRegional leadership\nProvide local IT leadership for the Pune site and coordinate regional operating issues across APAC and EMEA without replacing existing functional line management.\n\nCoach distributed IT staff on service practices, escalation discipline, documentation, and employee communication.\n\nUse service metrics, trends, and employee feedback to focus improvements on the issues creating the most disruption.\n\nWhat we’re looking for\n8+ years in IT operations or service management, including 4+ years leading technical service operations or ITSM functions.\n\nHands-on command of incident, major incident, change, and problem practices, preferably in a global support environment.\n\nExperience with an ITSM platform, service reporting, operational controls, knowledge management, and service-level management.\n\nPractical experience improving CMDB accuracy and working with monitoring, event management or observability teams.\n\nExperience leading teams or cross-functional operational groups across regions, including high-severity incident bridges.\n\nSound judgment, clear written communication and the ability to balance service restoration, change risk and business urgency.\n\nHelpful experience\nITIL certification or equivalent practical experience; exposure to SOC 2 or ISO 27001 evidence requirements.\n\nExperience operating across India, EMEA, and APAC time zones and working with dotted-line stakeholders.\n\nKnowledge of automated incident routing, service mapping, and employee lifecycle workflow improvement.\n\nInitial priorities: Establish consistent incident and change controls, a usable CMDB improvement plan, and predictable regional coverage and employee lifecycle handoffs","description_format":"text","description_chars":3568,"description_truncated":false,"requirements":{"experience_years_min":8,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"India","iso":"IN","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Enterprise Storage Systems","Servers & Data Center Hardware"],"lifecycle":[{"event":"open","at":"2026-11-12T13:25:33Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":1,"expected_fill_days":44,"reasons":["conf:2","win:early"],"computed_at":"2026-11-13T18:35:11Z"},"pay":null,"html_url":"https://alion.io/job/ddn-senior-manager-it-service-operations","json_url":"https://alion.io/job/ddn-senior-manager-it-service-operations.json","meta":{"generated_at":"2026-11-13T18:35:11Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":37182,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-14T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":672909},"rest":"https://alion.io/mcp/rest/get_company?id=672909"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fddn-senior-manager-it-service-operations"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"free","price":{"credits":0,"usd":0},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fddn-senior-manager-it-service-operations"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fddn-senior-manager-it-service-operations"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/ddn-senior-manager-it-service-operations\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fddn-senior-manager-it-service-operations"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":4166226}},{"tool":"search_jobs","arguments":{"company":"ddn.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":4166226},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}