Sr Manager

What we are looking for?

Right balance of leadership and management

Technically sound in Windows Server administration, overall IT operations, IT service delivery, well-versed with ITIL processes, and a strong troubleshooter of technical issues

Problem management with a methodological problem-solving approach (5 Whys, RCAs, Kepner-Tregoe)

People Management Competencies

10+ years of IT experience with at least 5 years managing 12–15+ team members

Experience leading junior managers/leaders and/or senior individual contributors

Plan/roster team members to ensure optimal 24x7 coverage

Coach, mentor, and develop staff, including onboarding and career development planning

Ensure effective utilization of staff to meet milestones/goals

Empower employees, delegate responsibility, and ensure accountability

Lead performance management processes including goal setting and feedback

Maintain transparent communication across teams

Identify and recruit internal/external talent

Recognize high performers and retain key talent

Communicate company updates and team progress regularly

Technical Competencies

Understanding of Global Command Center/Monitoring Operations (L1–L2)

10+ years of experience in Windows Server, IIS, application support, SQL, clustering

Experience with monitoring tools such as Azure Monitor, LogicMonitor, SentryOne, AppDynamics

Proficiency in Microsoft Office tools (Excel, PowerPoint, Teams)

Experience leading ITIL-aligned teams (Incident, Problem, Change Management)

Responsibilities

Manage individual contributors and/or junior managers

Provide weekly/monthly KPI dashboards

Generate daily, weekly, and monthly reports

Drive root-cause resolution ('solve once')

Collaborate with cross-functional teams to improve resolution timelines

Lead internal operational projects

Balance multiple priorities including projects, enhancements, and maintenance

Ensure compliance with policies and procedures

Academic and Professional Qualifications

Bachelor’s degree in Computer Science/IT

Relevant IT certifications are a plus

Travel Requirements

Willingness to travel regionally and/or internationally