Manager - IT operations and support

HD Supply; Chennai District; On-site; INR 3,500,000 - 7,000,000; Full time

Job summary

HD Supply in Chennai seeks an IT Operations Leader to define strategy, lead diverse teams, and ensure stable, secure technology services. You will drive incident resolution, change management, and continuous improvement across on-prem and cloud environments.

You will also mentor engineers, manage budgets, and coordinate with stakeholders to align operations with business goals and risk controls. This role emphasizes data governance, automation, and 24x7 readiness.

Qualifications

• 9–12 years of IT experience with at least 5 years in IT operations leadership or service delivery role.
• Proven experience managing global operations, incident resolution, change and release management, and team leadership in a GCC setup.
• Familiarity with ITSM tools (e.g., ServiceNow), SLAs, and cloud/hybrid infrastructure monitoring.
• Strong knowledge of IT operations, infrastructure management, and enterprise application support.
• Expertise in incident, change, problem, and release management frameworks and practices.
• Experience leading geographically distributed teams in 24x7 support environments.
• Experience with Agile/Scrum, SRE, AIOps, DevOps, FinOps models, and automation practices.
• Strong communication, crisis management, and stakeholder management skills.
• Proven expertise in managing enterprise-grade Linux environments, including system performance, patching, and automation.
• Strong command over Snowflake architecture, data warehousing concepts, and performance optimization, with experience in managing data pipelines and governance.
• Ability to assess operational health and drive continuous improvement initiatives for stability and performance.
• Experience managing support teams for SAP, cloud-based (GCP), or custom-built platforms.
• Experience in managing end-to-end data integration and transformation using SAP BODS and MuleSoft, ensuring seamless connectivity across heterogeneous systems.
• Working knowledge of monitoring and alerting tools, infrastructure scripting, or observability platforms.

Responsibilities

• Define operational strategy, team structure, and service delivery models aligned with business priorities.
• Identify areas of operational risk and implement mitigation and continuity plans.
• Develop annual resource plans and operational budgets in partnership with senior leadership.
• Oversee daily support operations, ensuring stability, availability, and reliability of technology services.
• Manage major incident response and resolution, coordinating across internal and external teams.
• Drive process improvements in ticket resolution, knowledge management, and system monitoring.
• Track and report on SLAs, KPIs, and key operational metrics.
• Lead, mentor, and develop IT support engineers and technical leads, fostering a high-performance culture.
• Collaborate with business stakeholders, product teams, and infrastructure teams to resolve service-impacting issues.
• Own change control, risk assessments, and operational readiness for new deployments and enhancements.
• Ensure compliance with internal IT controls, security standards, and audit requirements.
• Provide coaching, direction, and performance management for the operations team.
• Build a culture of accountability, responsiveness, and service excellence.
• Align team goals to broader technology and organizational objectives.

Skills

IT leadership

Incident management

Change & release mgmt

Team leadership

ITSM tools

Cloud/hybrid monitoring

Linux enterprise

Snowflake data warehousing

Data pipelines governance

SAP BODS & MuleSoft

24x7 operations

Agile/SRE/DevOps/AIOPS

Crisis & stakeholder mgmt

Automation practices

Tools

ServiceNow

Snowflake

SAP BODS

MuleSoft

Job description

Role & responsibilities

• Define operational strategy, team structure, and service delivery models aligned with business priorities
• Identify areas of operational risk and implement mitigation and continuity plans
• Develop annual resource plans and operational budgets in partnership with senior leadership
• Oversee daily support operations, ensuring stability, availability, and reliability of technology services
• Manage major incident response and resolution, coordinating across internal and external teams
• Drive process improvements in ticket resolution, knowledge management, and system monitoring
• Track and report on SLAs, KPIs, and key operational metrics
• Lead, mentor, and develop IT support engineers and technical leads, fostering a high-performance culture
• Collaborate with business stakeholders, product teams, and infrastructure teams to resolve service-impacting issues
• Own change control, risk assessments, and operational readiness for new deployments and enhancements
• Ensure compliance with internal IT controls, security standards, and audit requirements
• Provide coaching, direction, and performance management for the operations team
• Build a culture of accountability, responsiveness, and service excellence
• Align team goals to broader technology and organizational objectives

Preferred candidate profile

• 9-12 years of IT experience with at least 5 years in an IT operations leadership or service delivery role
• Proven experience managing global operations, incident resolution, change and release management, and team leadership in a GCC setup
• Familiarity with ITSM tools (e.g., ServiceNow), SLAs, and cloud/hybrid infrastructure monitoring
• Strong knowledge of IT operations, infrastructure management, and enterprise application support
• Expertise in incident, change, problem, and release management frameworks and practices
• Experience leading geographically distributed teams in 24x7 support environments
• Experience with Agile/Scrum, SRE, AIOps, DevOps, FinOps models, and automation practices
• Strong communication, crisis management, and stakeholder management skills
• Proven expertise in managing enterprise-grade Linux environments, including system performance, patching, and automation
• Strong command over Snowflake architecture, data warehousing concepts, and performance optimization, with experience in managing data pipelines and governance
• Ability to assess operational health and drive continuous improvement initiatives for stability and performance
• Experience managing support teams for SAP, cloud-based (GCP), or custom-built platforms
• Experience in managing end-to-end data integration and transformation using SAP BODS and MuleSoft, ensuring seamless connectivity across heterogeneous systems
• Working knowledge of monitoring and alerting tools, infrastructure scripting, or observability platforms