Associate Manager Client Technology

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Associate Manager Client Technology based in India.

This is a people- and operations-focused technical leadership role responsible for managing L1 monitoring operations within a complex enterprise IT environment. You will lead a team of monitoring analysts who are the first line of defense in ensuring system stability across Windows infrastructure, cloud-hosted services, and enterprise applications. The role combines hands-on technical understanding with strong team leadership, requiring you to drive operational excellence, incident response efficiency, and proactive issue resolution. You will work in a 24x7 command center environment where speed, accuracy, and structured problem-solving are critical. A key part of the role involves ensuring effective use of monitoring tools and ITSM processes to maintain service quality and minimize client impact. You will also play a strategic role in building team capability, improving operational maturity, and driving continuous service improvements. This position is ideal for a leader who thrives in high-pressure environments and enjoys developing both people and processes.

• Lead, coach, and mentor a team of 10+ L1 Monitoring Analysts, ensuring high performance, engagement, and continuous development.
• Manage day-to-day monitoring operations across Windows servers, SQL databases, network systems, and Azure-hosted infrastructure.
• Ensure effective use of monitoring tools such as AppDynamics, LogicMonitor, and Azure Monitor for proactive incident detection and resolution.
• Oversee incident management processes in ServiceNow, ensuring adherence to SLAs and ITIL best practices.
• Drive problem management initiatives using structured RCA methodologies such as 5 Whys to eliminate recurring incidents.
• Prepare and deliver daily, weekly, and monthly operational reports, dashboards, and performance metrics to stakeholders.
• Ensure compliance with ITIL processes including Incident, Problem, and Change Management across all operations.
• Support workforce planning, onboarding, performance management, and career development for team members.
• Collaborate with cross-functional teams to resolve complex technical issues and improve operational efficiency.
• Lead continuous improvement initiatives to enhance monitoring effectiveness and service reliability.

Requirements:

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 5+ years of technical experience in Windows Server administration, application support, SQL troubleshooting, or infrastructure operations.
• Proven experience leading teams of 10+ members in a 24x7 IT operations or command center environment.
• Strong understanding of NOC/monitoring operations and ITSM KPIs.
• Hands-on experience with monitoring tools such as Azure Monitor, LogicMonitor, AppDynamics, or similar platforms.
• Strong knowledge of ServiceNow for incident, problem, and change management workflows.
• Solid understanding of ITIL frameworks and operational best practices.
• Strong leadership, coaching, and team development skills with the ability to drive accountability.
• Excellent communication and stakeholder management skills.
• Proficiency in Microsoft Office tools, especially Excel, PowerPoint, and Teams for reporting and collaboration.
• Relevant certifications such as ITIL, Azure Administrator, or networking certifications are a plus.
• Willingness to work in rotational 24x7 shifts and support a high-availability environment.

Benefits:

• Competitive compensation package aligned with senior IT operations leadership roles.
• Opportunity to lead a high-impact monitoring operations team in a global enterprise environment.
• Exposure to enterprise-scale infrastructure including Azure cloud and advanced monitoring ecosystems.
• Strong career development and leadership growth opportunities.
• Structured training and certification support in ITIL, cloud, and IT operations tools.
• Health and wellness benefits as per company policy.
• Dynamic 24x7 environment with continuous learning and operational excellence exposure.