Infrastructure Operations Manager

e Role Summar y: Responsible for end-to-end delivery of managed services for ECS environment covering Linux, Windows, Oracle, SQL, Storage, Backup, Active Directory, Exchange, Certificates, and Middlewa re. This role ensu res:Smooth daily operat ionsMeet binging SLA/KPI commitm mentEffective leadership of technical t eamsKey Responsibilit ies: 1. Service Delivery & Opera tionsMa manage day-to-day operatio ns of ECS services across all technical t owersEnsure services are delivered as per agreed SLAs/Scope of WorkMain maintain high availability, performance, and stab lility of sy stemsDrive quick resolution of incidents, problems, and service req rshipLead and manage multi-technology teams (Exchange, Active Directory, Linux, Windows, DB, Storage, etc.)Ensure team has right skills, training, and cov erageAllocate work and track performance of team me mbersAct as single point of escal ation for technical and delivery i ssues3. SLA / KPI / PI Manag ementMonitor and ensure compliance with SLA (Service Level Agreem tors) PI (Performance Indica tors)Identify risks proactively and take corrective ac tionsWork with team s to improve performance metrics continu ously4. Reporting & Gover nancePrepare and pre sent:Weekly / Monthly service re oardsIncident and problem trend re portsProvide clear, executive-level up dates to customer and leade rshipSupport governance meetings like MB R/QBR5. Customer Manag ementAct as primary interface with cus tomer for day-to-day opera tionsUnderstand customer priorities and align service delivery accord inglyBuild strong relationships and ensure customer satisfa ctionHandle escalations and drive timely resol ution6. Risk, Issue & Change Manag ementIdentify delivery risks and operational issues proact iveEnsure all issues are tracked and resolved with proper owne rshipManage change implementations with minimum business i s in:Autom ationProcess optimiz iencyDrive initiatives to improv e service quality and effic iencyRequired Skills & Exper ience Technical Understanding (must have hands-on understanding (not deep SM servers Oracle / SQL databases Storage & Backup systems Active Directory / Ex forms Functional ITIL / Managed Services model SLA / KPI / Performance rep) gestionSoft SkillsStrong communication (customer-facing role)Leadership and team handlingProblem-solving and decision makingAbility to work in fast-paced production envir onmentExpe rience8-12+ years in IT infrastructure / managed se r vices3-5 years in Service Delivery / Service Manage r roleExperience handling enterprise customers and large teamsSuccess Measures (What Good Looks Like)SLA compliance consistent ly metCustomer satisfaction (CSAT) po sitiveReduced incidents / faster reso lutionStrong reporting and transp arencyStable operations with minimal escal #J-18808-Ljbffr