IT Operation Manager
Full-time
Mid
Description
The IT Operations Manager is responsible for stable, predictable, and risk-free IT operations across infrastructure, services, vendors, and internal teams.
This role exists to enforce discipline, reduce operational risk, control vendors and purchases, and ensure systems perform reliably under pressure.
KEY RESPONSIBILITIES
1. IT Operations & Service Delivery
• Ensure availability, reliability, and performance of IT systems
• Own incident, problem, and change management
• Reduce repeat issues through root cause analysis
• Ensure SLA compliance and predictable service delivery
2. Process Discipline & Zoho Ownership
• Enforce SOPs, timelines, and ownership across IT operations
• Ensure 100% task, ticket, and activity updates in Zoho
• Maintain real-time dashboards and visibility
• Any activity not recorded in Zoho will be treated as not done
3. Risk, Backup & Business Continuity
• Ensure backup, recovery, and DR processes are documented and tested
• Identify and escalate operational risks proactively
• Support audits, compliance, and management reviews
4. Purchase & Vendor Management
• Manage IT purchases, renewals, and AMC tracking
• Coordinate with vendors, OEMs, and partners for procurement and support
• Ensure vendor SLA adherence and cost control
• Act as the single operational point of contact for vendors
5. Team Management
• Lead IT operations and support teams
• Set clear KPIs and performance expectations
• Remove comfort zones and enforce accountability
KEY OUTCOMES
• Stable and predictable IT operations
• Reduced escalations and repeat incidents
• Strong Zoho hygiene and reporting
• Controlled IT spend and vendor performance
KEY KPIs
• SLA adherence and resolution TAT
• Repeat incident reduction
• Zoho hygiene score
• Vendor SLA and renewal compliance
• Audit readiness REQUIRED PROFILE
• 8–12 years of experience in IT Operations / Service Delivery
• Strong execution, ownership, and vendor management skills
• Experience handling mission-critical environments
• Clear communication and decision-making ability
MINDSET EXPECTATION
Outcome-driven, disciplined, and accountable.
Low tolerance for ambiguity and delays.
Willing to enforce process, timelines, and ownership.
Continuous learner (automation, AI, modern IT operations practices).
This role exists to enforce discipline, reduce operational risk, control vendors and purchases, and ensure systems perform reliably under pressure.
KEY RESPONSIBILITIES
1. IT Operations & Service Delivery
• Ensure availability, reliability, and performance of IT systems
• Own incident, problem, and change management
• Reduce repeat issues through root cause analysis
• Ensure SLA compliance and predictable service delivery
2. Process Discipline & Zoho Ownership
• Enforce SOPs, timelines, and ownership across IT operations
• Ensure 100% task, ticket, and activity updates in Zoho
• Maintain real-time dashboards and visibility
• Any activity not recorded in Zoho will be treated as not done
3. Risk, Backup & Business Continuity
• Ensure backup, recovery, and DR processes are documented and tested
• Identify and escalate operational risks proactively
• Support audits, compliance, and management reviews
4. Purchase & Vendor Management
• Manage IT purchases, renewals, and AMC tracking
• Coordinate with vendors, OEMs, and partners for procurement and support
• Ensure vendor SLA adherence and cost control
• Act as the single operational point of contact for vendors
5. Team Management
• Lead IT operations and support teams
• Set clear KPIs and performance expectations
• Remove comfort zones and enforce accountability
KEY OUTCOMES
• Stable and predictable IT operations
• Reduced escalations and repeat incidents
• Strong Zoho hygiene and reporting
• Controlled IT spend and vendor performance
KEY KPIs
• SLA adherence and resolution TAT
• Repeat incident reduction
• Zoho hygiene score
• Vendor SLA and renewal compliance
• Audit readiness REQUIRED PROFILE
• 8–12 years of experience in IT Operations / Service Delivery
• Strong execution, ownership, and vendor management skills
• Experience handling mission-critical environments
• Clear communication and decision-making ability
MINDSET EXPECTATION
Outcome-driven, disciplined, and accountable.
Low tolerance for ambiguity and delays.
Willing to enforce process, timelines, and ownership.
Continuous learner (automation, AI, modern IT operations practices).