Manager IT Infrastructure Operations

WillScot Services India Pvt Ltd; Pune District; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

WillScot Services India Pvt Ltd in Pune is seeking an experienced Manager, IT Operations to lead the Global Capability Center’s IT delivery operations. You will own day-to-day execution, service quality, and workforce development at the site.

The role collaborates with U.S. teams to ensure availability, security, and reliability of enterprise IT systems, driving automation and continuous service improvement. WFO, shift coverage aligns to U.S. hours.

Qualifications

• Bachelor's degree (preferred: IT-related field).
• Relevant IT industry certifications preferred including ITIL.
• BE/B Tech/ BCA/ MCA preferred.
• 12-18 years of overall IT experience.
• 5+ years leading Infrastructure and Operations teams.
• Experience managing global IT operations across multiple locations.
• Proven experience leading Infrastructure, Cloud, Security, Network, and Helpdesk functions.
• Experience working in a Global Capability Center (GCC) or multinational environment preferred.
• Experience supporting and working with cross-functional teams in a dynamic environment.

Responsibilities

• Partners and ensures alignment with U.S based functional leaders to recruit, onboard, and develop the Pune IT team.
• Drives performance management, coaching, retention, and shift coverage models that cover and extend U.S. support hours.
• Provide oversight of Service Desk resources including ticket quality, first-contact resolution, SLA attainment, and adherence to global ITSM process.
• Manage day-to-day activities for teams responsible for monitoring, incident and request handling, patching, and routine maintenance across infrastructure components in alignment with defined standards and change control.
• Lead creation and maintenance activities for the documentation of team processes and standards.
• Ensure process and security compliance across team functions.
• Operate within enterprise ITSM processes, identify automation and efficiency opportunities, and execute assigned modernization workstreams.
• Manage site-level vendors, contractors, and service providers in India.
• Contribute to the strategy and technology roadmap as well as continuous improvement efforts.
• Support audit and risk management activities through the execution of operational controls.
• Experience with ITIL frameworks and SOX compliance preferred.

Skills

Leadership

IT Operations

Cloud/Security

ITIL

GCC experience

SOX compliance

Education

BE/B Tech

BCA/MCA

IT-related degree

Job description

Job Title: Manager/ Sr.Manager IT Operations, Location: Baner, Pune, India

Monday to Friday, WFO

To & Fro Cab Facility

Work Time : 3:00 PM to 00:00 IST / 6:30 PM tp 3:30 AM IST

WillScot Services India Pvt Ltd

At WillScot (NASDAQ WSC), our 4000+ people are at the heart of everything we do. In addition to providing industry-leading pay and benefits, we provide opportunities for development and upward mobility, while investing in the communities we serve. We are the undisputed leader in providing innovative exible workspace and portable storage solutions, serving an incredible range of customers across all industries from 240+ locations across the United States, Canada, and Mexico.

Our values are our foundation. We constantly strive to diversify our teams to ensure we have the best and brightest talent. Were deeply committed to creating an inclusive and equitable workplace where each person can contribute while being their authentic self. For more about WillScot and who we are, click here. Build your future with us!

Job Description

We are seeking an experienced and results-driven Manager, IT Operations to lead the WillScot IT delivery operations team at our Global Capability Center in Pune, India. The role is accountable for day-to-day execution, service quality, and workforce development at the site.

The position aligns closely with U.S. team members and functional areas to provide seamless, high-quality support to our business functions and customers. This role will contribute to availability, security, scalability, and reliability of enterprise IT systems while driving operational excellence, automation, and continuous service improvement.

Key Responsibilities

• Partners and ensures alignment with U.S based functional leaders to recruit, onboard, and develop the Pune IT team.
• Drives performance management, coaching, retention, and shift coverage models that cover and extend U.S. support hours.
• Provide oversight of Service Desk resources including ticket quality, first-contact resolution, SLA attainment, and adherence to global ITSM process.
• Manage day-to-day activities for teams responsible for monitoring, incident and request handling, patching, and routine maintenance across infrastructure components in alignment with defined standards and change control.
• Lead creation and maintenance activities for the documentation of team processes and standards.
• Ensure process and security compliance across team functions.
• Operate within enterprise ITSM processes, identify automation and efficiency opportunities, and execute assigned modernization workstreams.
• Manage site-level vendors, contractors, and service providers in India.
• Contribute to the strategy and technology roadmap as well as continuous improvement efforts.
• Support audit and risk management activities through the execution of operational controls.
• Experience with ITIL frameworks and SOX compliance preferred.

Qualifications

• Bachelors degree (preferred: ITrelated field)
• Relevant IT industry certifications preferred including ITIL.
• BE/B Tech/ BCA/MCA Preferred
• 12-18 years of overall IT experience.
• 5+ years leading Infrastructure and Operations teams.
• Experience managing global IT operations across multiple locations.
• Proven experience leading Infrastructure, Cloud, Security, Network, and Helpdesk functions.
• Experience working in a Global Capability Center (GCC) or multinational environment preferred.
• Experience supporting and working with cross-functional teams in a dynamic environment.