Senior Manager, IT Service Operations
DataDirect Networks (company site, opens in a new tab)8+ yrsPuneOn-siteDirect career pageEst. 20–30 LPA
Posted 18h ago
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Job description
Structured overview of role & requirements
About This Role
- Own and improve incident, major incident, change, and problem operations, including critical-incident coordination, service restoration, root-cause follow-up, and change controls.
- Own service-management data and workflows: improve CMDB quality, connect monitoring alerts to actionable incidents, and coordinate employee onboarding, moves, and offboarding.
- Provide local IT leadership in Pune and coordinate operational coverage across APAC and EMEA; use service metrics and feedback to target disruption and improve regional operations.
Minimum Requirements
- Work Experience Required: 8+ years in IT operations or service management, including 4+ years leading technical service operations or ITSM functions.
- Hands-on experience with incident, major incident, change, and problem management; ITSM platforms, service reporting, operational controls, knowledge management, and service-level management.
- Practical experience improving CMDB accuracy and working with monitoring, event management, or observability teams; experience leading teams or cross-functional operational groups across regions, including high-severity incident bridges.
- Pune-based role with on-site leadership responsibilities in India.
Ideal Candidate Profile
- Has led IT service operations in a global support environment and can coordinate distributed teams and stakeholders across regions without replacing functional line management.
- Combines operational incident and change control with practical CMDB, monitoring, and employee-lifecycle workflow improvement.
- Can establish auditable service practices and reporting, with exposure to SOC 2 or ISO 27001 evidence requirements beneficial.