Service Manager

Futops; Bengaluru; On-site; INR 1,800,000 - 4,500,000; Full time

Job summary

Futops in Bengaluru is seeking an IT Infrastructure Lead to act as a liaison between business owners and the client's infrastructure team for OCPv. You will triage incidents, requests, and changes, and escalate blockers to ensure timely, business-critical fixes while upholding SLAs.

You will assign tasks to platform, network, or storage engineers based on urgency and domain, translate requirements into infrastructure capacity, monitor OpenShift virtualization, and coordinate with external vendor

Qualifications

• Core understanding of OpenShift, Kubernetes, Ansible Storage.
• Hands-on experience with ticketing systems (ServiceNow, Jira Service Desk).
• Platform monitoring/alerting tools (Prometheus, Grafana).
• Expertise in executing ITIL frameworks.
• Ability to evaluate incoming issues based on urgency and business impact.
• Aptitude for handling high-severity incidents and managing stakeholders.

Responsibilities

• Liaison between Business owners & Client's Infrastructure team for OCPv.
• Escalation point when technical blockers slow down fixes.
• Triage incoming incidents, requests, and changes from ticketing platforms.
• Assign tasks to platform, network, or storage engineers based on urgency, technical domain, and SLA thresholds.
• Capac ity planning by translating requirements into infrastructure capabilities and informing leaders during outages.
• Track OpenShift Virtualization cluster performance, storage utilization, and VM compute allocations.
• Monitor adherence to SLAs, enforce ITIL operational standards.
• Ensure the virtualized infrastructure complies with cybersecurity guidelines.
• Drive major incident handling and chair RCA reviews after outages.

Skills

OpenShift/Kubernetes understanding

Ansible Storage

Incident triage & escalation

ITIL frameworks

Stakeholder management

Vendor coordination

Ticketing systems (ServiceNow/Jira)

Platform monitoring (Prometheus/Grafan

Tools

ServiceNow

Jira Service Desk

Prometheus

Grafana

HPE

NVIDIA

Red Hat

VMware

Microsoft

Job description

• Acts as a liaisonbetween Business owners & Client's Infrastructure team for OCPv
• Act as the escalation point when technical blockers slow down business critical fixes.
• Triage incoming incidents, requests, and changes from ticketing platforms
• Assign tasks to specialized platform, network, or storage engineers based on urgency, technical domain, and SLA thresholds.
• He is a key person doing capacity planning by translating the Operational requirements to into infrastructure capabilities and keeping business leaders informed during service disruptions or maintenance windows.
• Track OpenShift Virtualization cluster performance, storage utilization, and VM compute allocations to prevent performance issues
• Monitor adherence to internal Service Level Agreements (SLAs), enforce ITIL operational standards,
• Ensure the virtualized infrastructure complies with Siemens cybersecurity guidelines.
• Drive major incident handling and chair Root Cause Analysis (RCA) reviews after outages

Skills -

• Core understanding of OpenShift, Kubernetes, Ansible Storage
• Hands-on experience with ticketing systems (ServiceNow, Jira Service Desk)
• Platform monitoring/alerting tools (Prometheus, Grafana).
• Expertise in executing ITIL frameworks,
• Ability to evaluate incoming issues based on urgency and business impact,
• Aptitude for handling high-severity incidents, and managing business stakeholders to avoid escalations
• Competence in coordinating with external vendor support (HPE, NVidia, Red Hat, VMWare, MS, etc.)