Operations Manager - Infrastructure

We are seeking a highly skilled and proactive Operations Manager – Infrastructure to lead and manage infrastructure operations in a dynamic, 24x7 environment. The ideal candidate will have strong technical acumen, proven experience in managing critical incidents (P1/P2), driving Post-Incident Reviews (PIRs), and delivering exceptional customer service. This role demands leadership in managing remote teams and working within a managed services framework. Key Responsibilities - Oversee day-to-day infrastructure operations ensuring high availability and performance. - Ensure adherence to SLAs, KPIs, and compliance standards. - Lead and drive P1/P2 incident calls with cross-functional teams. - Ensure timely resolution and communication to stakeholders. - Conduct and review Post-Incident Reports (PIRs) with root cause analysis and preventive actions. - Act as the primary point of contact for customer escalations. - Build strong relationships with clients and internal stakeholders. - Ensure customer satisfaction through proactive communication and service excellence. - Manage and mentor remote and distributed teams across geographies. - Foster a culture of accountability, collaboration, and continuous improvement. - Work closely with service providers to ensure delivery quality and contractual compliance. - Monitor vendor performance and drive service improvements. - Communication both Oral and written must be @ a good standard - Strong Co-ordination and influencing ability to drive Incidents or BAU tasks (I.e. Updates, upgrades, etc..) to closure - Has experience managing/leading cross functional team - Has experience or involved in user experience improvements, identifying trends and risks. - Ability to communicate clearly with both technical and non-technical people. - Strong technical skill set in Data Center (DC) Services, with prior hands-on working knowledge - Knowledge application support(optional) to understand the issues pertaining to application side - Experience in handling Major Incidents along with effective stakeholder management - Experience managing or working with offshore and remote teams - Knowledge of the CPG environment (optional) - Good understanding of ITSM processes and related governance Preferred Technical Knowledge - Strong understanding of IT Infrastructure domains: Servers, Storage, Networking, Cloud (AWS), Virtualization, End user computing and Service Desk - Familiarity with ITIL processes and tools – ServiceNow. - Experience with monitoring tools (e.g., SolarWinds, , Dynatrace). - Knowledge of automation and scripting (e.g., PowerShell, Python) is a plus. Experience - 10+ years of experience in IT Infrastructure Operations, with at least 5 years in managerial role. - Proven experience in managing 24x7 operations and critical incident handling. - Experience in working with remote teams and global delivery models. - Exposure to managed services environments and vendor governance. Soft Skills - Excellent communication and interpersonal skills. - Strong analytical and problem-solving abilities. - Ability to work under pressure and manage multiple priorities. - Leadership and team-building capabilities.