Senior Manager - Operations

Desired Experience Range: 10 - 15 years

Location of Requirement: Bangalore

Must-Have

• 10+ years of experience in a 24x7 IT call center or helpdesk role, with 5+ years of experience in a supervisory or managerial role
• Strong knowledge and hands-on experience with reporting in ITSM tools such as ServiceNow, PagerDuty, and JIRA
• Strong people management skills, with a proven ability to lead and communicate to the team effectively during high-pressure, mission-critical incidents.
• Excellent organizational, analytical, and communication skills for presenting needs, challenges, and solutions to the team, as well as to strategic partners and stakeholders.
• Demonstrable analytical and problem-solving skills with ability to balance multiple priorities
• Ability to communicate difficult concepts and ability to negotiate with other leaders to adopt a different point of view
• Ability to deliver high-quality results in a heavy multitasking environment
• ITIL v3 or ITIL v4 Foundation Certification
• Experience with observability tools such as DataDog, BigPanda, Conviva, Grafana, Splunk
• Positive, get it done tenacious attitude that works well with others