Sr Operations Manager

Req ID: 346712

We are currently seeking a Sr Operations Manager to join our team in Bangalore, Karnātaka (IN-KA), India (IN).

Key Roles and Responsibilities:

Lead the daily activities of Network Operation.

Develop, implement, and enforce robust network policies, standard operating procedures (SOPs), and change management procedures to ensure operational consistency and compliance with best practices

Accountable for operational escalations on centralized IT delivery.

Ensure that both internal and third-party resources are optimally assigned to meet delivery requirements and timelines .

Act as the primary point of contact and an escalation point for high-priority Network issues and concerns.

Work with relevant stakeholders on centralized delivery adherence to ITIL processes and functions adherence such as, but not limited to Incident Management, Request Fulfilment, Change Management, Problem Management and Technology Lifecycle Management

Operational sign-off of centralized delivery during regional service transition and activation.

Coordination of centralized operational activities to remediate regional operational risks.

Drive operational teams to deliver against SLAs and monitor overall case backlogs through real-time dashboards.

Review operational reports analysis and recommendations for Availability, Capacity and Performance Management as well as Technology lifecycle management

Analyse performance metrics and trends to drive continuous service improvement and address risks proactively.

Provide operational input to capacity planning requirements.

Ensure the network environment meets all internal governance frameworks and external regulatory requirements

Work with SDE, Providers and automation teams to identify new automations to drive operational efficiencies

Proactively manage stakeholder expectations to maximize satisfaction by conducting regular service review meetings

Represent interests in Group and Regional IT CAB.

Reviews all tickets daily to identify any issues and initiate any Service Improvement Plans where required.

Experience, Knowledge, Skills and Attributes:

3-5 Years of hands-on experience in a similar role

At least 5 years of experience in IT service delivery management for large multinational.

Excellent Technical knowledge

Deep understanding of core Networking protocols (TCP/IP, BGP, OSPF, MPLS, VPNs, DNS, DHCP, VLANs).

A good understanding of network security principles, firewalls, and compliance standards

Experience with network monitoring platforms (e.g., SolarWinds) and IT Service Management ( Service now)

Problem solving skills and ability to think algorithmically

The capacity to make sound, swift decisions during critical incidents to minimize downtime and service impact.

A passion for Service Improvement

Experienced Service Management professional in a large-scale and diverse environment of incident management, escalation procedures and related disciplines

Experience of IT service Management Systems and technology to support Managed services such as automation and monitoring.

Process transformation and optimisation experience

Excellent skills in ITIL Service Operations processes

Experience working in a multi-team environment across multiple geographies and time zones

Strong written and verbal communication skills

Ability to engage with a variety of internal and external stakeholders

Academic Qualifications and Certifications:

A bachelor’s degree in Information Technology, Computer Science, or equivalent is required.

ITIL v3/4 Foundation - certification in additional ITIL modules would be advantageous

Networking Certifications: Vendor-specific certifications like Cisco Certified Network Associate (CCNA), Cisco Certified Network Professional (CCNP), Palo Alto PCNSE are highly regardedSIAM – Service Integration and Management Foundation would be advantageous Problem Management methodology would be advantageous

About NTT DATA

NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in RD.

Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, https://us.nttdata.com/en/contact-us.