Manager IT

Oxiliry; Hyderabad City Taluka; On-site; PKR 400,000 - 700,000; Full time

Job summary

Oxiliry is seeking a senior IT Operations and Service Management leader to guide performance, reliability, and customer outcomes across networks, cloud, and security. You will coach teams, implement ITIL-based processes, and drive data-driven improvements with AI-safe practices.

The role focuses on owning incident management, cross-functional coordination, and continuous service delivery improvements to meet escalating business needs.

Qualifications

• Bachelor’s or Master’s degree in CS/IT or related field.
• 8+ years in IT with 4+ years leading service delivery or IT operations teams.
• ITIL 4 Foundation certification and practical application.
• Strong knowledge of Microsoft 365, Entra ID, networking, cloud, and security operations.

Responsibilities

• Set and model quality, communication, and ownership standards across teams.
• Drive performance with clear goals and actionable feedback.
• Oversee secure, reliable operations across networks, cloud, and endpoints.
• Use AI and automation to speed troubleshooting and reporting, with safeguards.
• Lead incident management from alert to permanent fix.

Skills

Leadership

Customer success

Communication

Problem solving

IT operations

Education

Bachelor’s or Master’s in CS/IT

Tools

Microsoft 365

Entra ID

VPNs/routers/switches/firewalls

Cloud

Security operations

Kaseya

Cacti

Zabbix

SIEM

AI in IT operations

Job description

Team Leadership

• Set the bar. Define what great communication, quality, and ownership look like, and model it every day.
• Drive performance. Set clear goals, give honest feedback often, and address gaps quickly.
• Build bridges. Work closely with engineering, support, and business teams to get things done.

Customer Experience

• Own the relationship. Be accountable for how customers feel, from everyday service to tough escalations.
• Stay ahead. Keep customers informed before they ask, with clear next steps, owners, and timelines.
• Turn feedback into action. Run service reviews that uncover what matters and lead to real change.

Operations and Service Management

• Keep it reliable. Oversee secure, stable operations across networks, servers, cloud, endpoints, identity, and backups.
• Put ITIL to work. Run incident, problem, change, and request management that works in the real world.
• Lead under pressure. Own major incidents from first alert to root cause and permanent fix.
• Let data guide you. Track SLAs, satisfaction, and backlog, and act on what the numbers show.

AI and Continuous Improvement

• Automate with care. Use AI and automation to speed up troubleshooting, documentation, and reporting, with the right data safeguards.
• Fix it early. Spot gaps before they become recurring problems, then measure the results.

Qualifications

Required

• Bachelor’s or Master’s degree in Computer Science, Information Technology, or a related field.
• 8+ years in IT, including 4+ years leading service delivery or IT operations teams.
• A proven customer success track record with measurable results.
• ITIL 4 Foundation certification and the judgment to apply it practically.
• Strong knowledge of Microsoft 365, Entra ID, networking (VPNs, routers, switches, firewalls), cloud, and security operations.
• Strong knowledge of RTSP, its applications in CCTV/video monitoring environment and DVR/NVR network infrastructure.
• Hands-on experience with Kaseya, Cacti, Zabbix, and SIEM platforms, plus practical use of AI in IT operations.
• A history of coaching teams to communicate better and work more carefully.

Preferred

• Managed services provider (MSP) experience.
• ITIL 4 Managing Professional or higher.
• Microsoft or security certifications such as MS-102, AZ-104, or Security+.