Role : Operation Manager - Infrastructure Support
Location : Dallas, TX (Onsite)
Duration : Long Term
Role Summary:
Responsible for end-to-end delivery of managed services for ECS environment covering Linux, Windows, Oracle, SQL, Storage, Backup, Active Directory, Exchange, Certificates, and Middleware.
This role ensures:
- Smooth daily operations
- Meeting SLA/KPI commitments
- Strong customer engagement
- Effective leadership of technical teams
Key Responsibilities:
1. Service Delivery & Operations
- Manage day-to-day operations of ECS services across all technical towers
- Ensure services are delivered as per agreed SLAs/Scope of Work
- Maintain high availability, performance, and stability of systems
- Drive quick resolution of incidents, problems, and service requests
2. Team Management & Leadership
- Lead and manage multi-technology teams (Exchange, Active Directory, Linux, Windows, DB, Storage, etc.)
- Ensure team has right skills, training, and coverage
- Allocate work and track performance of team members
- Act as single point of escalation for technical and delivery issues
3. SLA / KPI / PI Management
- Monitor and ensure compliance with:
- SLA (Service Level Agreements)
- KPI (Key Performance Indicators)
- PI (Performance Indicators)
- Identify risks proactively and take corrective actions
- Work with teams to improve performance metrics continuously
4. Reporting & Governance
- Prepare and present:
- Weekly / Monthly service reports
- SLA & KPI dashboards
- Incident and problem trend reports
- Provide clear, executive-level updates to customer and leadership
- Support governance meetings like MBR/QBR
5. Customer Management
- Act as primary interface with customer for day-to-day operations
- Understand customer priorities and align service delivery accordingly
- Build strong relationships and ensure customer satisfaction
- Handle escalations and drive timely resolution
6. Risk, Issue & Change Management
- Identify delivery risks and operational issues proactively
- Ensure all issues are tracked and resolved with proper ownership
- Manage change implementations with minimum business impact
7. Continuous Improvement (CSI)
- Identify improvement opportunities in:
- Automation
- Process optimization
- Cost efficiency
- Drive initiatives to improve service quality and efficiency
Required Skills & Experience
Technical Understanding (must-have)
- Hands-on understanding (not deep SME) of:
- Linux / Windows servers
- Oracle / SQL databases
- Storage & Backup systems
- Active Directory / Exchange
- Certificate lifecycle management
- Middleware platforms
Functional Skills
- Strong understanding of:
- ITIL / Managed Services model
- SLA / KPI / Performance reporting
- Incident, Problem, Change management
Soft Skills
- Strong communication (customer-facing role)
- Leadership and team handling
- Problem-solving and decision making
- Ability to work in fast-paced production environment
Experience
- 8 12+ years in IT infrastructure / managed services
- 3 5 years in Service Delivery / Service Manager role
- Experience handling enterprise customers and large teams
Success Measures (What Good Looks Like)
- SLA compliance consistently met
- Customer satisfaction (CSAT) positive
- Reduced incidents / faster resolution
- Strong reporting and transparency
- Stable operations with minimal escalations
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