Technology Operations Manager (Five 9, AI Chat bots)

Overview

Manage and develop a team of individual contributors in Technology Operations, overseeing the operational outcomes of key IT services including network, database, and infrastructure (server and storage) services.

What you'll do

• Manage and develop a team of individual contributors with low to moderate complexity and risk in Technology Operations
• Manage the operational outcomes of key IT services delivered by network services and operations, database services, and infrastructure services including server and storage services
• Identify and recommend opportunities for technology operations process improvement and development
• Leverage metrics to support infrastructure associated with highly automated, latency-sensitive, client-facing and internal applications consumed by the business
• Leverage enterprise tools to digitize workflows as appropriate, and for asset and configuration management, and metrics and measurement of services including availability SLAs, OLAs, mean time to recovery, and repeat incidents and issues
• Instill repeatable processes that consistently meet SLAs and OLAs
• Manage backups and recovery, ensuring recovery includes periodic tests to ensure business continuity
• Work with IT risk management, compliance and all lines of defense, including Audit, to ensure platform risks are proactively managed
• Institute controls in partnership with Operation Risks to ensure risk management is sustainable
• Manage the costs, demand and resource capacity for the team, leveraging external resources as needed
• Make decisions and resolve issues regarding resources, objectives and operations of technology operations to meet business objectives
• Interpret and develop policies and procedures
• Collaborate with and consult with peers, colleagues and multiple level managers
• Manage allocation of people and financial resources for technology operations
• Mentor and guide talent development of direct reports and assist in hiring talent

What you'll need

• 5+ years of Technology Operations experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• 2+ years of Leadership experience

Nice to have

• More experience in Service Desk and managing large teams
• Global exposure on workplace and digital transformation tools and platforms (CCaaS - Genesys, Five 9, AI Chat bots etc.)
• Vendor Management
• Strong command on Excel and knowledge of ServiceNow

Details

• Location: Hyderabad, India
• Posting end date: 16 Nov 2026; job posting may come down early due to volume of applicants