It Program Manager

IMPRESSION MAKERS; Bengaluru; On-site; INR 1,800,000 - 3,200,000; Full time

Job summary

IMPRESSION MAKERS in Bengaluru (Bangalore Electronics City) seeks an experienced Program Manager / Operations Manager to lead IT infrastructure managed services across multiple projects.

You will oversee 50+ person teams, drive resource planning, performance management and client governance, and deliver MIS dashboards, SLA/KPI reporting, and incident/DR lifecycle improvements. This is an on-site role with extended hours as required.

Qualifications

• Bachelor’s degree in IT or a related field.
• ITIL Foundation certification is required.
• 8+ years in program/operations/delivery management roles.

Responsibilities

• Oversee IT infrastructure managed services programs and delivery.
• Manage 50+ member teams with shift rosters and performance.
• Ensure CSAT targets, reduce incidents and MTTR.
• Provide executive governance reports and stakeholder updates.
• Coordinate data center operations, vendors and DR.

Skills

Program delivery management

Service Desk management

Data Center operations

Resource planning

MIS analytics

ITSM familiarization

Team leadership 50+

Executive reporting

CSAT improvement

Education

Bachelor's degree in IT/related field

ITIL Foundation certification

Tools

ServiceNow

Remedy

Dashboard tools

Job description

ole Name Program Manager / Operations Manager

Skill Set Multi Project handling( 2 to 3 projects), MIS Reports/Analytics/, End user support, Service Desk, Data Center support

Location of Requirement Bangalore

Desired Competencies (Technical / Behavioral Competency)

• IT infrastructure managed services, with at least 5 to 8 years in a program, operations or delivery management role.

• Resource Management: Plan resources, manage attrition and skill gaps, and run training and succession plans
• Proven experience managing Service Desk and end-user support (L1/L2/L3), including desktop support, ticket lifecycle and escalation management.

• Experience in Data Center operations: servers, storage, network, backup, monitoring, DR and vendor/AMC coordination.

• Experience handling multiple projects or accounts at the same time, with planning, prioritization and risk management.

• Strong experience with operational reporting and analytics: SLA/KPI dashboards, MIS, trend analysis, capacity and performance reports, monthly service reviews.

• Working knowledge of ITSM processes (Incident, Problem, Change, Request, Asset) and tools such as ServiceNow, Remedy or similar.

• Experience leading and managing teams of 50+ people, including shift rosters, resource planning and performance management.

• Excellent stakeholder and client communication, including executive-level reporting and governance meetings
• Maintain high CSAT and reduce repeat incidents, ticket backlog and MTTR

Bachelor's degree.

ITIL Foundation (v3/v4) certified, Technical Certifications 8+ Years

Work from office, Bangalore Electronics city.

Note: No Work from home is permitted,

You may be required to work in extended working hours depending upon the business exigencies as permitted by law.