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AI Summary
Lead and manage a team of IT professionals to ensure 24x7 operational coverage and effective service delivery. Drive root-cause resolution for technical issues and collaborate with cross-functional teams to improve resolution timelines.
Job Description
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
- 13+ 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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