Hitouch Operation Manager

Allegis Group; Bengaluru; Hybrid; INR 2,500,000 - 4,500,000; Full time

Job summary

Allegis Group is seeking a senior Network Operations professional to serve as the primary operational contact for strategic enterprise customers in complex, large-scale network environments.

You will manage P1/P2 incidents, major escalations, and service restoration activities while leading incident bridge calls and coordinating cross-functional teams across Network Engineering, Operations, Infrastructure, and vendors.

Qualifications

• : 35 years of experience in Network Operations, Major Incident Management, Service Delivery, Technical Project Management, or IT Service Management.
• - Strong understanding of enterprise networking concepts, including Cisco technologies, LAN/WAN, routing, switching, routers, switches, and VPN.
• - Proven experience managing P1/P2 incidents, major incidents, critical escalations, and service restoration.
• - Experience leading incident bridge calls and coordinating cross-functional technical teams.
• - Strong enterprise customer-facing experience with the ability to communicate technical issues clearly to customers, senior management, and executives.
• - Hands-on experience with RCA, PIR, SLA/KPI monitoring, incident reporting, and corrective/preventive action tracking.
• - Experience coordinating technical projects, network changes, maintenance activities, migrations, or infrastructure upgrades.
• - Strong stakeholder management, ownership, problem-solving, presentation, and communication skills.
• - Proficiency in MS Excel and PowerPoint; experience with ServiceNow or other ITSM platforms is preferred.
• - Cisco certifications (CCNA/CCNP), ITIL, PMP/PRINCE2, NOC, or Service Delivery experience would be an added advantage.

Responsibilities

• Act as the primary operational point of contact for strategic enterprise customers in network operations environments.
• Manage P1/P2 and major incidents, critical escalations, and service restoration activities.
• Lead incident bridge calls and coordinate cross-functional technical teams.
• Provide timely customer and executive-level updates on business impact, technical progress, risks, and resolution timelines.
• Drive escalation management, SLA/KPI tracking, Root Cause Analysis (RCA), Post-Incident Reviews (PIR), and corrective action closure.
• Coordinate network projects, planned maintenance, changes, upgrades, migrations, and operational readiness activities.
• Track project milestones, dependencies, risks, issues, and deliverables across multiple teams.
• Prepare operational reports, executive dashboards, service performance reviews, and customer governance presentations.
• Identify recurring operational issues and drive service improvement, risk reduction, and operational efficiency.
• Maintain strong customer relationships and ensure service commitments and operational deliverables are met.

Skills

Network Operations

Major Incident Management

Service Delivery

Technical Project Management

IT Service Management

Stakeholder Management

Executive communication

MS Excel

Tools

ServiceNow

PowerPoint

MS Excel

Job description

Role & Responsibilities -

• Act as the primary operational point of contact for strategic enterprise customers in network operations environments.
• Manage P1/P2 and major incidents, critical escalations, and service restoration activities.
• Lead incident bridge calls and coordinate Network Engineering, Operations, Infrastructure, Security, vendors, and other resolver teams.
• Provide timely customer and executive-level updates on business impact, technical progress, risks, and resolution timelines.
• Drive escalation management, SLA/KPI tracking, Root Cause Analysis (RCA), Post-Incident Reviews (PIR), and corrective action closure.
• Coordinate network projects, planned maintenance, changes, upgrades, migrations, and operational readiness activities.
• Track project milestones, dependencies, risks, issues, and deliverables across multiple teams.
• Prepare operational reports, executive dashboards, service performance reviews, and customer governance presentations.
• Identify recurring operational issues and drive service improvement, risk reduction, and operational efficiency.
• Maintain strong customer relationships and ensure service commitments and operational deliverables are met.

Preferred Candidate Profile -

• 35 years of experience in Network Operations, Major Incident Management, Service Delivery, Technical Project Management, or IT Service Management.
• Strong understanding of enterprise networking concepts, including Cisco technologies, LAN/WAN, routing, switching, routers, switches, and VPN.
• Proven experience managing P1/P2 incidents, major incidents, critical escalations, and service restoration.
• Experience leading incident bridge calls and coordinating cross-functional technical teams.
• Strong enterprise customer-facing experience with the ability to communicate technical issues clearly to customers, senior management, and executives.
• Hands‑on experience with RCA, PIR, SLA/KPI monitoring, incident reporting, and corrective/preventive action tracking.
• Experience coordinating technical projects, network changes, maintenance activities, migrations, or infrastructure upgrades.
• Strong stakeholder management, ownership, problem‑solving, presentation, and communication skills.
• Proficiency in MS Excel and PowerPoint; experience with ServiceNow or other ITSM platforms is preferred.
• Cisco certifications (CCNA/CCNP), ITIL, PMP/PRINCE2, NOC, or Service Delivery experience would be an added advantage.