Operations Manager

Overview:

TekWissen is a global workforce management provider throughout India and many other countries in the world. The below job opportunity is to one of our clients who is a part of a trusted global innovator of IT and business services headquartered in Tokyo. We help clients transform through consulting, industry solutions, business process services, IT modernization and managed services. This client enables us to move confidently into the digital future. This client committed to Long Term success and combine global reach with local client attention to serve them in over 50 Countries.

Position: Operations Manager

Location: Bangalore/Chennai/Hyderabad

Work Type: Hybrid

Job Type: Full Time

Job Description:

Key Roles and Responsibilities:

• Lead the daily activities of Network Operation.
• Develop, implement, and enforce robust network policies, standard operating procedures (SOPs), and change management procedures to ensure operational consistency and compliance with best practices
• Accountable for operational escalations on centralized IT delivery.
• Ensure that both internal and third-party resources are optimally assigned to meet delivery requirements and timelines .
• Act as the primary point of contact and an escalation point for high-priority Network issues and concerns.
• Work with relevant stakeholders on centralized delivery adherence to ITIL processes and functions adherence such as, but not limited to Incident Management, Request Fulfilment, Change Management, Problem Management and Technology Lifecycle Management
• Operational sign-off of centralized delivery during regional service transition and activation.
• Coordination of centralized operational activities to remediate regional operational risks.
• Drive operational teams to deliver against SLAs and monitor overall case backlogs through real-time dashboards.
• Review operational reports analysis and recommendations for Availability, Capacity and Performance Management as well as Technology lifecycle management
• Analyse performance metrics and trends to drive continuous service improvement and address risks proactively.
• Provide operational input to capacity planning requirements.
• Ensure the network environment meets all internal governance frameworks and external regulatory requirements
• Work with SDE, Providers and automation teams to identify new automations to drive operational efficiencies
• Proactively manage stakeholder expectations to maximize satisfaction by conducting regular service review meetings
• Represent interests in Group and Regional IT CAB.
• Reviews all tickets daily to identify any issues and initiate any Service Improvement Plans where required.

Experience, Knowledge, Skills and Attributes:

• 3-5 Years of hands-on experience in a similar role
• At least 5 years of experience in IT service delivery management for large multinational.
• Excellent Technical knowledge
• Deep understanding of core Networking protocols (TCP/IP, BGP, OSPF, MPLS, VPNs, DNS, DHCP, VLANs).
• A good understanding of network security principles, firewalls, and compliance standards
• Experience with network monitoring platforms (e.g., SolarWinds) and IT Service Management ( Service now)
• Problem solving skills and ability to think algorithmically
• The capacity to make sound, swift decisions during critical incidents to minimize downtime and service impact.
• A passion for Service Improvement
• Experienced Service Management professional in a large-scale and diverse environment of incident management, escalation procedures and related disciplines
• Experience of IT service Management Systems and technology to support Managed services such as automation and monitoring.
• Process transformation and optimisation experience
• Excellent skills in ITIL Service Operations processes
• Experience working in a multi-team environment across multiple geographies and time zones
• Strong written and verbal communication skills
• Ability to engage with a variety of internal and external stakeholders

Academic Qualifications and Certifications:

• A bachelor's degree in Information Technology, Computer Science, or equivalent is required.
• ITIL v3/4 Foundation - certification in additional ITIL modules would be advantageous
• Networking Certifications: Vendor-specific certifications like Cisco Certified Network Associate (CCNA), Cisco Certified Network Professional (CCNP), Palo Alto PCNSE are highly regarded SIAM – Service Integration and Management Foundation would be advantageous Problem Management methodology would be advantageous

TekWissen® Group is an equal opportunity employer supporting workforce diversity