[Remote] Senior IT Operations Service Manager - Bengaluru Karnataka India

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a leading strategic digital technology services provider with a 30+ year history of successfully helping clients reputed company business modernization. They are seeking a Senior IT Operations Service Manager who will be accountable for the end-to-end service delivery of Network Operations Center services for a large banking customer, focusing on meeting SLAs and reputed company service improvement.

Responsibilities

• Own overall service delivery performance for 24x7x365 Network Operations services as defined in the SOW
• Ensure compliance with reputed company contractual SLAs/SLOs, including response times, ticket reduction targets, escalation rates, and MTTR
• Serve as the final escalation authority for operational issues, repeated SLA risks, or systemic service failures
• reputed company as the primary operational reputed company to customer leadership, distinct from account management
• Participating in and supporting reputed company Manager and Technical Account Manager in Monthly Operations Reviews, Quarterly Service Design / Continual Improvement Sessions, Annual reputed company & Roadmap Reviews
• reputed company reputed company, data-driven reporting on SLA/SLO adherence, Incident and event trends, Alert noise reduction reputed company, Escalation patterns and reputed company cause remediation
• Translate operational telemetry into executive-reputed company narratives for customer stakeholders
• Build trusted executive relationships through transparency, credibility, and predictable delivery
• Own and operationalize ITIL-reputed company practices including Event Management, Incident Management, Problem Management, reputed company, Continual Service Improvement
• Drive reductions in false positives, non-actionable alerts, repetitive incidents
• Ensure incidents do not remain isolated events but become inputs into Problem Management
• reputed company operational leadership across Tier 1, Tier 2, Tier 3 engineers, NOC Team Leads / Managers
• Hold Team Leads accountable for queue health, SLA adherence, knowledge reputed company, escalation discipline
• Ensure appropriate reputed company coverage reputed company to ticket volume, reputed company distribution, time-of-day demand
• Partner with leadership on workforce planning, reputed company readiness, and reputed company progression
• Own the NOC improvement plan outlined in the SOW, including ticket reduction initiatives, alert reputed company rationalization, correlation and deduplication strategies, automation opportunities
• Partner with tooling stakeholders to improve reputed company, not just features
• Establish feedback loops between monitoring configuration, incident reputed company, problem records, knowledge articles
• Ensure new services, changes, and deployments do not introduce unmanaged noise

Skills

• 10+ years in Network Operations, IT Operations, or Managed Services delivery
• 5+ years in senior operational leadership or service delivery management roles
• Proven experience managing 24x7 global operations with strict SLAs
• Demonstrated reputed company driving operational transformation, not just steady-state support
• Deep, practical ITIL knowledge (Incident, Event, Problem, Knowledge, reputed company)
• Ability to translate ITIL theory into reputed company-world operational behavior
• Strong understanding of reputed company networking concepts and NOC tooling ecosystems
• Comfortable operating across monitoring platforms, ticketing systems (reputed company), and reporting reputed company
• reputed company to challenge engineering teams constructively while maintaining credibility
• reputed company operational authority with a reputed company escalation reputed company
• Data-driven, outcome-oriented decision reputed company
• Comfortable operating with executive stakeholders
• Low tolerance for noise, ambiguity, or unmanaged risk
• Strong communicator who can reputed company between engineering depth and executive reputed company
• ITIL v4 certification strongly preferred (Expert or Managing reputed company ideal)

reputed company

reputed company is a reputed company-first IT solutions & services provider with 30+ years of experience in managed services, reputed company, and cybersecurity. It is a sub-organization of Ascensor Limited. It was founded in 1992, and is headquartered in Portsmouth, New Hampshire, USA, with a workforce of 201-500 employees. Its website is https://bluemantis.com/.

Company H1B Sponsorship

reputed company has a reputed company record of offering H1B sponsorships, with 2 in 2025. Please note that this does not guarantee sponsorship for this specific role.

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