Manager, Information Technology

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Manager, Information Technology in India.

This role is a key leadership position responsible for ensuring the operational reliability, performance, and continuous improvement of enterprise cloud applications, SaaS platforms, and supporting infrastructure. The Manager, Information Technology will lead a team of technical subject matter experts focused on delivering stable and efficient IT services across critical business systems. This position plays a central role in incident management, service performance reporting, and operational governance within an ITIL-based environment. You will work closely with cross-functional stakeholders across infrastructure, security, engineering, and business teams to ensure seamless service delivery and scalability. The role combines hands-on operational oversight with strategic planning, focusing on improving service quality, reducing recurring issues, and enhancing system resilience. This is a high-impact opportunity within a fast-paced, cloud-driven organization where operational excellence is critical to business success.

• Lead day-to-day IT operations across cloud applications, SaaS platforms, and infrastructure services, ensuring alignment with business priorities and service quality standards.
• Manage and develop a team of technical SMEs, providing guidance, escalation support, workload management, and performance coaching.
• Own service performance reporting, including SLA tracking, incident trends, MTTR, availability metrics, and recurring issue analysis.
• Oversee incident, problem, change, and request management processes within an ITIL-based operating model using ServiceNow as the core system of record.
• Drive continuous improvement initiatives to enhance service delivery, reduce operational risks, and optimize workflows and automation.
• Coordinate and manage infrastructure and SaaS-related projects, including upgrades, migrations, rollouts, and process improvements.
• Partner with engineering, security, and infrastructure teams to ensure scalable, secure, and reliable cloud operations.
• Contribute to capacity planning, system resilience, and infrastructure strategy to support business growth.
• Provide executive-level reporting on service health, operational risks, and performance trends to senior leadership.
• Ensure effective lifecycle management and support of enterprise SaaS tools and cloud platforms across the organization.

Requirements:

• 5–7 years of experience in IT operations or infrastructure management, including leadership of technical teams in enterprise environments.
• Strong hands-on expertise with ServiceNow, including incident, problem, change management, workflow optimization, and reporting dashboards.
• Solid experience supporting enterprise SaaS platforms such as Microsoft 365, Slack, Zoom, or similar business-critical tools.
• Strong understanding of cloud infrastructure (e.g., AWS), identity management, networking, and enterprise IT architecture.
• Proven ability to manage service performance metrics, including SLA reporting, incident analysis, and operational KPIs.
• Experience working in ITIL-based environments with strong knowledge of IT service management processes.
• Demonstrated leadership skills with experience managing, mentoring, and scaling technical teams.
• Strong stakeholder management and communication skills, with the ability to translate technical issues into business insights.
• Ability to manage multiple priorities in fast-paced, high-availability environments.

Benefits:

• Competitive compensation package aligned with senior IT management responsibilities.
• Comprehensive health insurance coverage for employees and eligible dependents.
• Equity opportunities and long-term incentive programs.
• Flexible paid time off, holidays, and volunteer days.
• Professional training, certifications, and career development programs.
• Fertility support, parental leave, and family-focused benefits.
• Inclusive, diverse, and collaborative global work environment.