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AI Summary
Sr Manager
What we are looking for?
Right balance of leadership and management
Technically sound in Windows Server administration, overall IT operations, IT service delivery, well-versed with ITIL processes, and a strong troubleshooter of technical issues
Problem management with a methodological problem-solving approach (5 Whys, RCAs, Kepner-Tregoe)
People Management Competencies
10+ years of IT experience with at least 5 years managing 12–15+ team members
Experience leading junior managers/leaders and/or senior individual contributors
Plan/roster team members to ensure optimal 24x7 coverage
Coach, mentor, and develop staff, including onboarding and career development planning
Ensure effective utilization of staff to meet milestones/goals
Empower employees, delegate responsibility, and ensure accountability
Lead performance management processes including goal setting and feedback
Maintain transparent communication across teams
Identify and recruit internal/external talent
Recognize high performers and retain key talent
Communicate company updates and team progress regularly
Technical Competencies
Understanding of Global Command Center/Monitoring Operations (L1–L2)
10+ years of experience in Windows Server, IIS, application support, SQL, clustering
Experience with monitoring tools such as Azure Monitor, LogicMonitor, SentryOne, AppDynamics
Proficiency in Microsoft Office tools (Excel, PowerPoint, Teams)
Experience leading ITIL-aligned teams (Incident, Problem, Change Management)
Responsibilities
Manage individual contributors and/or junior managers
Provide weekly/monthly KPI dashboards
Generate daily, weekly, and monthly reports
Drive root-cause resolution ('solve once')
Collaborate with cross-functional teams to improve resolution timelines
Lead internal operational projects
Balance multiple priorities including projects, enhancements, and maintenance
Ensure compliance with policies and procedures
Academic and Professional Qualifications
Bachelor’s degree in Computer Science/IT
Relevant IT certifications are a plus
Travel Requirements
Willingness to travel regionally and/or internationally
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