Shift Manager Technical L3

Swan Solutions & Services Pvt Ltd.; Mumbai; On-site; INR 1,800,000 - 2,800,000; Full time

Benefits offered by this job

Career growth opportunities

Exposure to enterprise IT infra

Work with BFSI / enterprise clients

Job summary

Swan Solutions & Services Pvt. Ltd. seeks an experienced Shift Manager (Technical) – L3 to lead and manage technical operations in a 24x7 enterprise IT infrastructure environment.

The role involves managing teams, ensuring SLA adherence, handling escalations, and supporting incident and change management. The ideal candidate has strong IT operations experience, VMware knowledge, and ITSM process understanding, with a 8+ year track record.

Qualifications

• 8+ years in IT operations and team management.
• Experience in 24x7 enterprise IT environments.

Responsibilities

• Supervise and manage the technical team on the floor during assigned shifts.
• Ensure adherence to shift schedules and SLAs.
• Monitor incident resolutions and service requests within defined SLAs.
• Coordinate with L1/L2/L3 teams for timely resolutions.
• Provide regular performance reports to senior management.
• Oversee change implementation and report on success rates.

Skills

IT Operations

Team Leadership

Incident Management

Change Management

SLA Monitoring

VMware Knowledge

Stakeholder Management

Rotational Shifts

Education

VMware Certified Professional (VCP)

ITIL or PMP Certification

Bachelors in IT/CS

Tools

VMware

ServiceNow

Job description

Job Description:

About The Company

Swan Solutions & Services Pvt. Ltd. is a leading IT Infrastructure and Digital Transformation company with over 36 years of industry experience. Headquartered in Mumbai, Swan is a ₹1,400+ Crore organization delivering innovative IT Infrastructure, Cloud, Cybersecurity, Networking, and Managed Services to leading BFSI, PSU, Enterprise, and Corporate customers. We are technology partners with HP, Cisco, Microsoft, VMware, NetApp, and other global OEMs.

About The Role

We are looking for an experienced Shift Manager (Technical) – L3 to lead and manage technical operations in a 24×7 enterprise IT infrastructure environment. The role involves managing technical teams, overseeing ticket resolution, ensuring SLA adherence, handling escalations, supporting incident and change management processes, and providing operational insights to management.

The ideal candidate should have strong experience in IT operations and team management, along with good knowledge of VMware environments and IT service management processes.

Location: CBD Belapur, Navi Mumbai – Client Site

Department: IT Infrastructure

Employment Type: Full-Time / Permanent

Experience: Minimum 8 Years of relevant experience

Working Days: As per 24×7 operations

Shift: 24×7 Rotational Shifts

Key Responsibilities

• Supervise and manage the technical team on the floor during assigned shifts.
• Ensure adherence to shift schedules, operational processes, and service level agreements.
• Monitor and oversee the resolution of incidents, service requests, and problems within defined SLAs.
• Handle technical escalations and coordinate with relevant teams for timely resolution.
• Monitor team performance, productivity, ticket volumes, resolution times, and SLA compliance.
• Provide regular operational updates and performance reports to senior management.
• Manage and report on incident management activities, including response times, resolution rates, and post-incident reviews.
• Identify recurring incidents and operational trends and recommend process improvements.
• Support Change Management processes by ensuring compliance with approved change procedures.
• Oversee change implementation during assigned shifts and report on change success rates and potential issues.
• Coordinate with L1, L2, L3, infrastructure, application, and other technical teams for effective issue resolution.
• Ensure proper shift handover and continuity of critical operational activities.
• Maintain a collaborative, productive, and customer-focused work environment.
• Ensure adherence to operational policies, IT service management processes, and customer requirements.

Required Skills

• Strong experience in IT Operations and Technical Team Management.
• Experience in managing technical teams in a 24×7 enterprise environment.
• Strong knowledge of Incident Management and Escalation Management.
• Good understanding of Change Management processes.
• Strong knowledge of SLA monitoring and service delivery operations.
• Good understanding of VMware technologies and enterprise virtualization environments.
• Strong analytical, reporting, and problem-solving skills.
• Excellent communication and stakeholder management skills.
• Ability to work effectively in rotational shifts and high-pressure operational environments.

Preferred Qualification

Any Graduate in Information Technology, Computer Science, Engineering, or a related field.

The Following Certifications Are Mandatory

• VMware Certified Professional (VCP)
• ITIL or PMP Certification

Experience working in enterprise IT infrastructure and BFSI environments will be an added advantage.

What We Offer

• Opportunity to lead technical operations in a large-scale enterprise BFSI environment.
• Exposure to enterprise IT infrastructure and VMware technologies.
• Opportunity to work with leading enterprise and banking customers.
• Experience in managing 24×7 technical operations and critical IT services.
• Collaborative and technology-driven work environment.
• Career growth through challenging assignments and continuous learning.

Ready to Join Us?

If you are passionate about IT Operations, technical team management, service delivery, and enterprise infrastructure, we’d love to hear from you.