Manager - Enterprise Infrastructure Service Management

Overview

Manage service management across enterprise infrastructure, lead initiatives for operational excellence, and ensure IT services are reliable, cost-effective, and aligned with business objectives.

What you'll do

• Develop and implement strategies for enterprise infrastructure service management that align with company objectives.
• Oversee execution of service management tasks, ensuring high quality and timeliness.
• Collaborate with key stakeholders to identify opportunities for improvement.
• Maintain a high standard of excellence in service management practices.
• Lead and manage projects within the scope of enterprise infrastructure service management.
• Monitor progress and report results to leadership and stakeholders.
• Serve as the primary point of contact for service management-related matters.
• Provide mentorship and guidance to team members.
• Oversee the end-to-end incident lifecycle, ensuring timely resolution and root cause analysis.
• Ensure proactive monitoring of servers, networks, and applications to minimize downtime.
• Maintain and optimize the IT service catalog, aligning services with business needs.
• Define, track, and enforce service level agreements to ensure compliance and customer satisfaction.
• Forecast and manage IT infrastructure capacity to meet current and future business demands.
• Ensure critical IT services are consistently available, implementing redundancy and resilience strategies to minimize downtime.
• Act as the escalation point for critical service issues, ensuring swift resolution and communication.
• Build strong relationships with business stakeholders to align IT services with business priorities.

What you'll need

• Strong expertise in IT service management principles and methodologies (ITIL or equivalent).
• Proven track record of success in managing enterprise infrastructure services.
• Hands-on experience with incident management, IT infrastructure monitoring tools, service portfolio management, SLA governance, capacity planning, and availability management.
• Exceptional leadership, analytical, and communication skills.
• Advanced knowledge of relevant ITSM tools, monitoring platforms, and reporting dashboards.

Nice to have

• Exposure to ManageEngine ServiceDesk Plus, Endpoint Central, and Site24x7.

Details

• Location: Mumbai, India.