Manager - IT Operation

Zycus; Mumbai Suburban; On-site; INR 2,500,000 - 3,500,000; Full time

Job summary

A leading Cognitive Procurement software firm in Mumbai is seeking a Lead Manager of IT Operations to drive innovation and efficiency. This role involves mentoring a global IT team and leveraging GenAI for automating IT processes. Candidates should have over 10 years in IT operations, with strong leadership and technical expertise in Office 365 administration and automation tools. Competitive salary and growth opportunities are part of the offer.

Qualifications

• 10+ years in IT operations with at least 5+ years in leadership roles.
• Extensive experience in GenAI technologies for process automation.
• Strong background in Office 365 administration and network management.

Responsibilities

• Lead and mentor a global team of 10+ IT professionals.
• Drive automation of IT processes using GenAI.
• Manage vendor relationships and ensure SLAs are met.

Skills

Strong leadership

Experience with GenAI

Proficient in Office 365 L3 Administration

Critical thinking

Excellent communication

Education

Bachelor’s degree in Computer Science or related field

Tools

ServiceNow

Jira

Job description

Overview

The Lead Manager of IT Operations will be responsible for driving innovation and efficiency within IT operations. This role requires a strong leader with expertise in leveraging GenAI for automating IT processes, such as employee onboarding and offboarding, proactive healing of IT issues and other IT support functions. The successful candidate will focus on streamlining operations, reducing manual efforts, and enhancing productivity across IT teams. They will mentor and lead a cross-functional IT team across multiple locations, ensuring the seamless operation of IT systems and services.

Responsibilities

• Leadership & Team Management: Lead and mentor a global team of 10+ IT professionals across Mumbai, Bangalore, and Pune, ensuring 24/7 IT support and optimal service delivery.
• Foster a culture of continuous learning and innovation with a focus on GenAI adoption and automation to reduce manual effort and improve team efficiency.
• Establish clear performance metrics and oversee development plans to enhance team skills and capabilities.
• Automation & Process Optimization: Drive automation of IT processes (onboarding/offboarding, incident resolution, and repetitive tasks) using GenAI and other automation technologies.
• Analyze current IT support processes, implement automated solutions to reduce effort and improve efficiency.
• Continuously evaluate and introduce new technologies to enhance productivity and optimize IT output.
• Technical Operations: Oversee Office 365 L3 Administration, network management, endpoint security (AV, DLP, OS hardening), and asset management for desktops, laptops, VDI, and Wi-Fi systems.
• Serve as the L3 escalation point for critical incidents and complex issues, ensuring swift resolution and root cause analysis.
• Manage service requests, incidents, and problems through the ticketing portal with timely escalation and stakeholder communication.
• Manage and improve asset tracking, procurement of IT assets, and software license management.
• Collaboration & Strategic Alignment: Collaborate with IT leaders and other departments to define business requirements and implement solutions aligned with organizational goals.
• Ensure IT security measures and recommendations from the InfoSec team are effectively implemented and managed.
• Manage vendor relationships, ensuring SLAs are met and contracts for IT services and hardware procurement are negotiated effectively.
• Reporting & Compliance: Provide comprehensive reporting on IT operations metrics (system uptime, incident resolution times, automation performance) and maintain IT documentation for audits and regulatory compliance.
• Budget & Financial Management: Assist in IT budget planning (Capex/Opex) and track IT expenditures to align with budgetary goals.

Experience & Skills

Experience:

• 10+ years in IT operations with at least 5+ years in leadership or senior management roles.
• Extensive experience in GenAI technologies for process automation in IT support functions (onboarding/offboarding, incident resolution, ticketing).
• Strong background in Office 365 administration, network management, endpoint security, asset management, and IT support operations.
• Proven track record of implementing automation strategies that reduce manual effort and improve productivity.

Technical Skills:

• Proficiency in Office 365 L3 Administration, Windows Active Directory, Azure AD, Intune, SharePoint, network management, and endpoint security.
• Knowledge of automation tools and AI-driven technologies applied to IT operations and support.
• Experience with ITSM tools (e.g., ServiceNow, Jira) and ticketing systems.

Leadership & Soft Skills:

• Strong leadership, with the ability to inspire a global IT team.
• Critical thinking, problem-solving, strategic thinking, and innovation focus.
• Excellent communication skills for collaboration with stakeholders at all levels.

Education:

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Relevant certifications (e.g., ITIL, Microsoft Certified) are an advantage.

About Zycus

Zycus is a pioneer in Cognitive Procurement software and has partnered with large global enterprises for two decades. Zycus powers its S2P software with Merlin AI Suite, enabling data-driven insights and a conversational user experience. Zycus helps enterprises drive real savings, reduce risks, and boost compliance with an intuitive user interface.