{"id":4227612,"url":"https://alion.io/job/orange-it-operations-manager-managed-services","title":"IT Operations Manager - Managed Services","company":{"id":52882,"name":"Orange","domain":"orange.com","url":"https://alion.io/company/orange-com","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Phenom","truth_index":{"grade":"A","score":98,"open_postings":178,"ghost_share":0.034,"stale_share":0.011,"repost_share":0.298,"time_to_fill_p50_days":11,"computed_at":"2026-11-12T10:38:37Z"}},"role":"Leadership","role_family":"Leadership","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Gurgaon, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AIOps","optional":false},{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"ServiceNow","optional":false},{"name":"Wi-Fi","optional":false}],"status":"live","first_seen_at":"2026-11-13T05:40:05Z","employer_posted_date":null,"last_verified_at":"2026-11-13T05:40:05Z","board_verified":false,"closed_at":null,"days_open":0,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":0},"description":"Key result / Decision areas : \n\nWe are seeking an experienced IT Operations Manager to lead our Managed Services delivery team.\n\nIn this role, you will oversee end-to-end service operations supporting global enterprise customers across Network, LAN, WAN, Wi-Fi, ISE, Monitoring, Management & AIOps tools and technical helpdesks.\n\nYou will drive operational excellence, ensure strict SLA adherence, act as the primary escalation point and champion continuous service improvement (ITIL/ITSM) across complex international sites.\n\nService Delivery & Operational Excellence : \n\n- SLA & Quality Management : Deliver enterprise-grade services meeting all defined Service Level Commitments, ensuring appropriate quality controls and operational standards are maintained.\n\n- Process & Framework Enforcement : Drive operations using ITIL, ITSM, and industry best practices. Continuously improve operational systems, processes, and policies to support better management reporting and information flow.\n\n- Technical & Process Governance : Apply a deep technical background in enterprise networking (LAN, WAN, Wi-Fi, ISE, and management tools) to oversee critical, high-risk technology areas and guide complex troubleshooting.\n\n- Incident & Problem Management : Own governance for Incident Resolution (IR), Root Cause Analysis (RCA), and Service Improvement Plan (SIP) documents. Drive proactive alarm triage and automated workflows.\n\nCustomer Relationship & Stakeholder Management : \n\n- Primary Point of Contact (SPOC) : Act as the key escalation and communication SPOC for global customers regarding operational requirements, project coordination, and escalations.\n\n- Client Reviews & Trend Analysis : Lead periodic customer service management reviews, present operational metrics, and perform trend analysis to identify proactive measures.\n\n- Business Growth : Identify and channel new sales or expansion opportunities arising organically from service delivery.\n\nTeam Leadership & Talent Management : \n\n- People Leadership : Manage, mentor, and motivate a high-performing team of subject matter experts. Maintain high morale, productivity, and staff satisfaction.\n\n- Resource & Roster Management : Own shift roster management, training tracking, and performance recognition initiatives.\n\n- Talent Development : Identify internal talent, define structured employee development plans, and ensure adherence to company procedures and floor discipline.\n\nStrategic Planning & Complexity : \n\n- Organizational Strategy : Contribute to short- and long-term organizational planning as an integral member of the operations leadership team.\n\n- Complex Problem Solving : Exercise significant independent judgment on complex technical and business issues, leading cross-functional initiatives and functional project teams.\n\nKey Result Areas (KRAs) : \n\n- SLA Compliance : Achievement of contractual SLAs, uptime targets, and incident response/resolution benchmarks.\n\n- Customer Satisfaction (CSAT) : High customer satisfaction ratings driven by effective stakeholder communication and swift escalation resolution.\n\n- Service Quality & Process Maturity : Successful execution of Service Improvement Programs (SIPs), flawless RCA delivery, and robust ITIL/ITSM process adherence.\n\n- Team Performance & Retention : Maintenance of high staff morale, effective shift coverage, structured talent development, and zero critical operational bottlenecks.\n\nEssential role related competencies, skills, certifications and experience : \n\n1. Technical & Functional Skills & Certifications : \n\n- Core Technical & Operational Competencies : \n\n 1. Enterprise Connectivity & Cloud : Working knowledge of enterprise connectivity, collaboration, and cloud-related managed services support. \n\n2. Systems & Business Continuity : Familiarity with complex systems functionality and business continuity frameworks. \n\n3. ITS/ITSM Tooling : Hands-on experience using enterprise IT service management and call logging systems (such as ServiceNow, Remedy, HPSD, or Clarify). \n\n4. Framework Mastery : Strong working knowledge of the ITIL framework and remote infrastructure operations, with high proficiency in driving ITSM best practices.\n\n2. Incident & Bridge Management : \n\n- Ticket Lifecycle Governance : Manage and coordinate all activities across the end-to-end incident lifecycle.\n\n- Critical Incident Notifications : Drive the prompt issuance of P1/P2 incident notifications in strict adherence to agreed operational processes.\n\n- Bridge Chairing & Restoration : Lead bridge calls to drive cross-functional coordination, rapid incident resolution, and timely service restoration, following global Service Restoration Management processes.\n\n- Stakeholder & Vendor relation building & Coordination : Execute real-time, continuous follow-ups with various customer stakeholders and external vendors to expedite incident resolution.\n\n- Post-Incident Reporting : Ensure comprehensive process for Incident Timeline and Root Cause reports, generated immediately following resolution.\n\n3. Leadership, Soft Skills & Continuous Improvement : \n\n- Communication & People Management : Possess exceptional communication, interpersonal, people management, and team leadership skills.\n\n- Training & Development : Formulate targeted skill-improvement and training plans, ensuring their successful execution across the team.\n\n- Process Enhancement : Actively contribute to ongoing operational improvements and participate in enterprise-wide process enhancement initiatives.\n\n- SLA Adherence : Demonstrated track record of delivering managed services strictly aligned with defined Service Level Commitments in a 24/7 delivery environment.\n\nMandatory & Preferred Certifications : \n\n- ITIL Certification : ITIL Foundation certification is mandatory; ITIL Practitioner or Intermediate certifications are strongly preferred.\n\n- Operational Readiness : Fully flexible and prepared to operate within a 24x7 global delivery environment.\n\nEducation, Qualifications and Certifications : \n\n- Bachelor's degree in Computer Science, Engineering, Telecom, Business, or related field or equivalent.\n\n- ITIL Foundation certification - Mandatory.\n\n- ITIL Intermediate Certification - Preferred.\n\n- PMP certified - Preferred. At least PMP trained.\n\n- MBA / PGDBA - Preferred.\n\nExperience : \n\n- Minimum of 15 years of overall experience in IT services field & minimum of 5+ years of experience in managing a technical support team as Supervisor roles - Shift Lead/Team Lead/Operations Manager.\n\n- Excellent interpersonal skills.\n\n- Good oral/written communication skills.\n\n- Good person management skills.\n\n- Good team management skills (Ability to work in a team environment, which may be local, global, virtual, or multifunctional. Demonstrate good teamwork with peers).\n\n- Business awareness.\n\n- Strong Customer Focus.\n\n- Should have Convincing skill.\n\n- Ability to work under pressure.\n\n- Adaptability & responsiveness to department.\nSkills\nIT Operations, ITIL, ITSM, ServiceNow, Incident Management, Problem Management, Network Architecture, IT Service Delivery, IT Governance, Cloud","description_format":"text","description_chars":7104,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Broadband","Telecom Infrastructure","Managed Security","Systems Integrators"],"lifecycle":[{"event":"open","at":"2026-11-13T08:29:55Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":11,"reasons":["seen:0","win:early","comp:brand"],"computed_at":"2026-11-13T12:40:27Z"},"pay":null,"html_url":"https://alion.io/job/orange-it-operations-manager-managed-services","json_url":"https://alion.io/job/orange-it-operations-manager-managed-services.json","meta":{"generated_at":"2026-11-13T12:40:27Z","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":25462,"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":52882},"rest":"https://alion.io/mcp/rest/get_company?id=52882"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Forange-it-operations-manager-managed-services"},{"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%2Forange-it-operations-manager-managed-services"},{"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%2Forange-it-operations-manager-managed-services"},{"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/orange-it-operations-manager-managed-services\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Forange-it-operations-manager-managed-services"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":4227612}},{"tool":"search_jobs","arguments":{"company":"orange.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":4227612},"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. 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