Senior Manager, IT Service Operations

Overview

Leads the operating practices that keep DDN's IT services dependable, owning incident, change, problem and major incident management, configuration data, monitoring partnership, and employee lifecycle operations, with on-site leadership in Pune and operational coordination across APAC and EMEA.

What you'll do

• Run and improve incident, major incident, change and problem management across IT, with clear ownership, escalation paths, communications and service restoration practices.
• Lead critical incident response, coordinate resolver teams, document timelines and follow through on root causes and corrective actions.
• Establish practical change assessment and approval controls, emergency change handling, post-implementation review, and meaningful service performance reporting.
• Maintain knowledge, procedures, and auditable evidence for service operations; partner with Security and Compliance on SOC 2 and ISO 27001 readiness.
• Act as a Change and Problem Manager for IT changes.
• Own the service-management side of the CMDB, including data quality, ownership, relationships, and a prioritized approach to critical-service visibility.
• Partner with Core Infrastructure on monitoring and event integrations, turning alerts into actionable incidents and reducing noise and repeat outages.
• Own the operational process for employee onboarding, moves, and offboarding, coordinating HR, IAM, endpoint, and the ESM platform team; ensure ownership, approvals, and handoffs are defined.
• Work with the ESM engineers to translate process requirements into workflows, SLAs, dashboards, and control evidence.
• Provide local IT leadership for the Pune site and coordinate regional operating issues across APAC and EMEA without replacing existing functional line management.
• Coach distributed IT staff on service practices, escalation discipline, documentation, and employee communication.
• Use service metrics, trends, and employee feedback to focus improvements on the issues creating the most disruption.

What you'll need

• 8+ years in IT operations or service management, including 4+ years leading technical service operations or ITSM functions.
• Hands-on command of incident, major incident, change, and problem practices, preferably in a global support environment.
• Experience with an ITSM platform, 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.
• Sound judgment, clear written communication and the ability to balance service restoration, change risk and business urgency.

Nice to have

• ITIL certification or equivalent practical experience; exposure to SOC 2 or ISO 27001 evidence requirements.
• Experience operating across India, EMEA, and APAC time zones and working with dotted-line stakeholders.
• Knowledge of automated incident routing, service mapping, and employee lifecycle workflow improvement.

Details

• Based in Pune, on-site in India.
• Functional reporting relationships remain with the respective team leaders.