Senior Manager – Infrastructure Operations (NOC & Major Incident Management)
Skills
About the role
A day in your life at MKS:
We are seeking a seasoned Senior Manager – Infrastructure Operations to lead and oversee enterprise-level NOC operations and Major Incident Management (MIM), with extended ownership across Windows, Linux, Storage, and Backup environments.
This role requires a strong blend of technical expertise, ITIL process knowledge, and leadership capability to ensure high availability, service reliability, and operational excellence. The incumbent will act as a technical mentor, drive continuous improvement, and enable teams to become self-sufficient in decision-making and problem resolution.
You Will Make an Impact By:
1. NOC & Major Incident Management
Lead and manage 24x7 NOC operations, ensuring proactive monitoring and availability of infrastructure services.
Own the Major Incident Management (MIM) process, including incident triage, stakeholder communication, escalation, and resolution.
Drive fast restoration of services and minimize business impact during critical incidents.
Conduct Post-Incident Reviews (PIR) and ensure corrective and preventive actions are implemented.
2. ITIL & Service Management
Implement and govern ITIL processes including:
Incident Management
Problem Management
Change, Release & Deployment Management
Continual Service Improvement (CSI)
Ensure adherence to SLAs, OLAs, and KPIs.
Drive process maturity and automation across operations.
3. Infrastructure & Platform Oversight
Provide governance and technical oversight across:
Windows Server Administration
Linux/Unix environments
Storage & Backup solutions
Ensure high availability, capacity planning, and performance optimization.
Collaborate with engineering teams for infrastructure modernization initiatives.
4. Cloud & Automation
Hands-on experience and governance in AWS and/or Azure environments.
Promote automation, scripting, and orchestration using tools such as PowerShell, Python, or similar.
Focus on reducing manual intervention and improving operational efficiency.
5. Leadership & Stakeholder Management
Lead, mentor, and develop high-performing NOC and infrastructure teams.
Enable team autonomy in troubleshooting, decision-making, and incident resolution.
Act as a key stakeholder interface, providing regular updates to leadership and business teams during incidents.
Drive a culture of accountability, collaboration, and continuous learning.
6. Continuous Improvement & Governance
Identify operational inefficiencies and drive continuous improvement initiatives.
Analyze trends and implement preventive measures to avoid recurring incidents.
Ensure compliance, audit readiness, and best practices adoption across infrastructure operations.
Key Skills and Expertise Required:
Technical Expertise
Strong hands-on experience in:
NOC Operations & Monitoring Tools
Major Incident Management
Windows Server Administration
Linux/Unix systems
Storage & Backup technologies
Good exposure to AWS and/or Azure cloud platforms
Proficiency in automation & scripting (PowerShell, Python, Shell scripting)
Process & Framework
Strong understanding of ITIL framework (Incident, Problem, Change, Release, CSI)
ITIL Certification (preferred)
Leadership & Soft Skills
Proven experience in team management and leadership roles
Excellent stakeholder management and communication skills
Strong analytical and problem-solving skills
Ability to perform effectively in high-pressure, critical incident scenarios
Preferred Qualifications
Experience in handling enterprise-scale infrastructure environments
Exposure to DevOps practices and tools
Relevant certifications (e.g., AWS/Azure, ITIL, Microsoft, Linux)
#LI-AS2
Globally, our policy is to recruit individuals from wide and diverse backgrounds. However, certain positions require access to controlled goods and technologies subject to various export control regulations. Applicants for these positions may be limited (by, for example, their countries of citizenship, country of origin, or immigration status) where required by law or governmental contact, and/or employment made contingent upon the issuance of appropriate governmental licensing.
MKS is committed to working with and providing reasonable accommodations to qualified individuals with disabilities. If you need a reasonable accommodation during the application or interview process due to a disability, please contact us at: accommodationsatMKS@mksinst.com .
If applying for a specific job, please include the requisition number (ex: RXXXX), the title and location of the role
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