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JOB DETAILS
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Function
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Engineering – Support & Operations
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Location
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Chennai
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Shift Timings
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2pm to 11 pm (flexible for both the shifts)
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ROLE OVERVIEW
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As a Manager – IT Operations and Support, you will be responsible for managing a team that delivers high-performance technology operations and support services across enterprise systems. This role includes ownership of end-to-end service management, stakeholder engagement, incident response, and team leadership to ensure smooth operations and alignment with business expectations. You will also serve as the Scrum Master for the team, driving Agile practices, eliminating delivery roadblocks, and fostering a culture of accountability, collaboration, and continuous improvement. The ideal candidate brings deep operational leadership experience, a continuous improvement mindset, and strong IT service management expertise across on-prem and cloud platforms.
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JOB REQUIREMENTS
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Education and Certifications
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· Bachelor’s or Master’s degree in information technology, computer science, or a related field
· ITIL certification preferred; certifications in Agile/Scrum or PMP is preferred
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Required Experience
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· 9-12 years of IT experience with at least 5 years in an IT operations leadership or service delivery role
· Proven experience managing global operations, incident resolution, change and release management, and team leadership in a GCC setup
· Familiarity with ITSM tools (e.g., ServiceNow), SLAs, and cloud/hybrid infrastructure monitoring
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Essential skills
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· Strong knowledge of IT operations, infrastructure management, and enterprise application support
· Experience in managing end-to-end data integration and transformation using SAP BODS and MuleSoft, ensuring seamless connectivity across heterogeneous systems
· Expertise in incident, change, problem, and release management frameworks and practices
· Experience leading geographically distributed teams in 24x7 support environments
· Experience with Agile/Scrum, SRE, AIOps, DevOps, FinOps models, and automation practices
· Strong communication, crisis management, and stakeholder management skills
· Proven expertise in managing enterprise-grade Linux environments, including system performance, patching, and automation
· Strong command over Snowflake architecture, data warehousing concepts, and performance optimization, with experience in managing data pipelines and governance
· Ability to assess operational health and drive continuous improvement initiatives for stability and performance
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Desired skills
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· Experience managing support teams for SAP, cloud-based (GCP), or custom-built platforms
· Working knowledge of monitoring and alerting tools, infrastructure scripting, or observability platforms
· Exposure to vendor management and service contracts
· Ability to manage escalations, executive reporting, and audit / regulatory compliance for support functions
· Strategizes adoption of AI OPS to drive intelligent automation across IT operations
· Guides teams in operationalizing ML models with a focus on governance and scalability
· Familiarity with API-first approaches to enable modular and interoperable system design
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ROLES & RESPONSIBILITIES
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Strategy and Planning
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· Define operational strategy, team structure, and service delivery models aligned with business priorities
· Identify areas of operational risk and implement mitigation and continuity plans
· Develop annual resource plans and operational budgets in partnership with senior leadership
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Delivery and Execution
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· Oversee daily support operations, ensuring stability, availability, and reliability of technology services
· Manage major incident response and resolution, coordinating across internal and external teams
· Drive process improvements in ticket resolution, knowledge management, and system monitoring
· Track and report on SLAs, KPIs, and key operational metrics
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Support and Enablement
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· Lead, mentor, and develop IT support engineers and technical leads, fostering a high-performance culture
· Collaborate with business stakeholders, product teams, and infrastructure teams to resolve service-impacting issues
· Own change control, risk assessments, and operational readiness for new deployments and enhancements
· Ensure compliance with internal IT controls, security standards, and audit requirements
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People Leadership
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· Provide coaching, direction, and performance management for the operations team
· 10-15 team members.
· Build a culture of accountability, responsiveness, and service excellence
· Align team goals to broader technology and organizational objectives
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WHAT WE OFFER
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· Be part of a globally recognized leader in the home improvement sector, committed to operational excellence and sustainability
· Opportunity to contribute to a rapidly expanding Global Technology Center (GTC) in Chennai, playing a vital role in global operations
· Exposure to diverse global technology environment and cross-functional team collaborations
· Competitive compensation package and comprehensive benefits
· Clear pathways for career advancement and continuous learning opportunities within a high-performance organization
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HOW TO APPLY
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Eligible candidates are invited to apply via our career portal by submitting an updated resume. While a cover letter is optional, it is encouraged for those who wish to elaborate on their relevant experience and interest in the role
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