Infrastructure Manager/ Data Center Manager

✅ Service Manager – ECS (Enterprise Compute Services)

Role Summary

Service Manager will be 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 ensures:

• Smooth daily operations
• Meeting SLA/KPI commitments
• Strong customer engagement
• Effective leadership of technical teams

Key Responsibilities

1. Service Delivery & Operations

• Manage day-to-day operations of ECS services across all technical towers
• Ensure services are delivered as per agreed SLAs/Scope of Work
• Maintain high availability, performance, and stability of systems
• Drive quick resolution of incidents, problems, and service requests

2. Team Management & Leadership

• Lead and manage multi-technology teams (Exchange, Active Directory, Linux, Windows, DB, Storage, etc.)
• Ensure team has right skills, training, and coverage
• Allocate work and track performance of team members
• Act as single point of escalation for technical and delivery issues

3. SLA / KPI / PI Management

• Monitor and ensure compliance with:
• SLA (Service Level Agreements)
• KPI (Key Performance Indicators)
• PI (Performance Indicators)
• Identify risks proactively and take corrective actions
• Work with teams to improve performance metrics continuously

4. Reporting & Governance

• Prepare and present:
• Weekly / Monthly service reports
• SLA & KPI dashboards
• Incident and problem trend reports
• Provide clear, executive-level updates to customer and leadership
• Support governance meetings like MBR/QBR

5. Customer Management

• Act as primary interface with customer for day-to-day operations
• Understand customer priorities and align service delivery accordingly
• Build strong relationships and ensure customer satisfaction
• Handle escalations and drive timely resolution

6. Risk, Issue & Change Management

• Identify delivery risks and operational issues proactively
• Ensure all issues are tracked and resolved with proper ownership
• Manage change implementations with minimum business impact

7. Continuous Improvement (CSI)

• Identify improvement opportunities in:
• Automation
• Process optimization
• Cost efficiency
• Drive initiatives to improve service quality and efficiency

Required Skills & Experience

✅ Technical Understanding (must-have)

• Hands-on understanding (not deep SME) of:
• Linux / Windows servers
• Oracle / SQL databases
• Storage & Backup systems
• Active Directory / Exchange
• Certificate lifecycle management
• Middleware platforms

✅ Functional Skills

• Strong understanding of:
• ITIL / Managed Services model
• SLA / KPI / Performance reporting
• Incident, Problem, Change management

✅ Soft Skills

• Strong communication (customer-facing role)
• Leadership and team handling
• Problem-solving and decision making
• Ability to work in fast-paced production environment

Experience

• 8–12+ years in IT infrastructure / managed services
• 3–5 years in Service Delivery / Service Manager role
• Experience handling enterprise customers and large teams

Success Measures (What Good Looks Like)

• SLA compliance consistently met
• Customer satisfaction (CSAT) positive
• Reduced incidents / faster resolution
• Strong reporting and transparency
• Stable operations with minimal escalations