Operation Manager - Infrastructure Support

Duration : Long Term Responsible for end-to-end delivery of managed services for ECS environment covering Linux, Windows, Oracle, SQL, Storage, Backup, Active Directory, Exchange, Certificates, and Middleware .This role ensure s:Smooth daily operatio nsMeetin g SLA/KPI commitmen ntEffective leadership of technical tea msKey Responsibilitie s: 1. Service Delivery & Operati onsMana ge day-to-day operati ons of ECS services across all technical tow ersEnsure services are deliver ed as per agreed SLAs/Scope of W orkMainta in high availability, performance, and stabil ity of syst emsDrive quick resolution of incidents, problems, and service reque hipLead and mana ge multi-technology te ams (Exchange, Active Directory, Linux, Windows, DB, Storage, et c.)Ensure team h as right skills, training, and cover ageAllocate work and track performance of team memb ersAct as single point of escalat ion for technical and delivery iss ues3. SLA / KPI / PI Managem entMonitor and ensure compliance wi ts)KPI (Key Performance Indicato rs)PI (Performance Indicato rs)Identify risks proactively and take corrective acti onsWork with teams to improve performance metrics continuou sly4. Reporting & Governa ncePrepare and prese nt:Weekly / Monthly service repo rdsIncident and problem trend repo rtsProvi de clear, executive-level upda tes to customer and leaders hipSupport governance meetings like MBR/ QBR5. Customer Managem entAct as primary interface with custo mer for day-to-day operati onsUnderstand customer priorities and align service delivery accordin glyBuild strong relationships a nd ensure customer satisfact ionHandle escalations and drive timely resolut ion6. Risk, Issue & Change Managem entIdenti fy delivery risks and operational issues proactiv elyEnsure all issues are tracked and resolved with proper owners hipManage change implementations with minimum business imp in:Automat ionProcess optimizat ionCost efficie ncyDrive initiatives to impro ve service quality and efficie ncyRequired Skills & Experie nce Technical Understanding (must-h versOracle / SQL datab asesStorage & Backup sys temsActive Directory / Exch ormsFunctional Sk of:ITIL / Managed Services m odelSLA / KPI / Performance repor mentSoft Sk illsStrong communication (customer-facing r ole)Leadership and team hand lingProblem-solving and decision ma kingAbility to work in fast-paced production environ mentExperi ence8–12+ years in IT infrastructure / managed serv ices3–5 years in Service Delivery / Service Manager roleExperience handl ing enterprise customers and large t eamsSuccess Measures (What Good Looks L ike)SLA compliance consistently tiveReduced incidents / faster resolu tionStrong reporting and transpar encyStable operations with minimal escalat #J-18808-Ljbffr InfiCare Staffing