Manager - IT Office Operations
Etraveli Group (company site, opens in a new tab)8–14 yrsMumbaiHybridDirect career pageEst. 20–30 LPA
Posted on 8 Sept
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Job description
Structured overview of role & requirements
About This Role
- Lead and manage a team of 14 IT Engineers supporting global service desk operations including client security, user access management, and 24/7 on-call support across Pune and Mumbai offices.
- Own IT ticketing workflows (Jira and JSM), ensuring timely resolution and maintaining high service quality standards as key escalation point for complex issues and major incidents.
- Manage local IT assets, vendor relationships, service contracts, and continuously improve operational routines aligned with global IT Office Operations strategy.
Minimum Requirements
- 8-14 years of overall experience in IT Office Operations.
- Minimum 3 years of line management or leadership experience within IT is mandatory.
- Experience with IT support/service desk management, including tracking metrics and managing ticketing workflows (Jira and JSM).
- Fluent English communication skills; global experience preferred but not mandatory.
Ideal Candidate Profile
- Experienced IT leader skilled in balancing people management with tactical execution in a global, multi-location IT operations environment.
- Strong operational ownership with proven ability to prioritize and resolve complex IT incidents and service disruptions effectively.
- Background in managing cross-functional IT teams and vendor partnerships while driving continuous process improvement in hybrid workplace settings.