Network/IT Operations Manager

Neev Pvt Ltd; Mumbai; On-site; INR 1,800,000 - 2,500,000; Full time

Job summary

Neev Pvt Ltd in Mumbai is seeking an IT Operations Manager to supervise daily 16×6 IT operations, ensuring smooth shift handovers and robust incident management. Candidates should bring 7+ years in enterprise IT operations with ITIL foundations and strong stakeholder engagement.

The role emphasizes governance, client compliance, and continual service improvement, with leadership over problem management and SLA/KPI reporting. On-site position in Mumbai, India.

Qualifications

• Deep expertise in ITIL processes: Incident, Problem, Change, Configuration.
• Experience managing shift rotations, scheduling, and governance in a 16×6 model.
• Proven ability to manage stakeholders, vendors, and reporting against SLA/KPI.

Responsibilities

• Oversee daily 16×6 operational delivery with proper shift overlap and handovers.
• Escalation contact for critical incidents and SLA breach risks.
• Lead Problem Management to ensure RCAs and permanent issue resolution.
• Align operations with Cisco standards, client compliance, and CSI initiatives.
• Manage client communications, governance reviews, and team performance metrics.

Skills

ITIL

Incident Management

Problem Management

Change Management

Configuration Management

Vendor Governance

SLA/KPI Reporting

Stakeholder Management

Education

BE / B.Tech / MCA / MSc

Job description

IT Operations ManagerIn-Office Mumbai, Maharashtra, India

Job Description 3: IT Operations Manager

Experience: Minimum 7 years in enterprise IT operations management

Education: BE / B.Tech / MCA / M.Sc in relevant disciplines

Certification: ITIL v3/v4 Foundation or Managing Professional preferred

Core Qualifications & Competencies

• Deep expertise in ITIL frameworks, specifically Incident, Problem, Change, and Configuration Management.

• Strong background in managing shift rotations, resource scheduling, and operational governance under a 16×6 model.

• Demonstrated ability in stakeholder management, vendor governance, and SLA/KPI reporting.

Key Responsibilities

• Oversee daily 16×6 operational delivery, ensuring proper shift overlap, coverage, and handovers.

• Act as the management escalation contact for critical incidents and SLA breach risks.

• Lead Problem Management workflows to ensure thorough RCAs and permanent resolution of recurring issues.

• Drive operational alignment with Cisco standards, client compliance requirements, and continuous service improvement (CSI).

• Manage client communication, operational governance reviews, and team performance metrics.