Manager IT

Oxiliry; Hyderabad City Taluka; On-site; PKR 2,000,000 - 4,200,000; Full time

Job summary

Oxiliry in Hyderabad, Pakistan seeks an experienced Senior IT Operations Leader to drive service delivery and reliability. You will set standards, manage cross-functional teams, and own customer outcomes in a complex IT environment.

The role emphasizes ITIL-based operations, incident management, and data-driven improvements, with focus on CCTV/video monitoring, cloud services, and security operations as part of ongoing continuous improvement.

Qualifications

• 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 practical application.
• Strong knowledge of Microsoft 365, Entra ID, networking, cloud, and security operations.
• Strong knowledge of RTSP and CCTV/video monitoring environments.
• Hands-on experience with Kaseya, Cacti, Zabbix, and SIEM platforms, plus AI in IT operations.
• A history of coaching teams to communicate better and work more carefully.

Responsibilities

• Define what great communication, quality, and ownership look like and model it daily.
• Drive performance with clear goals, honest feedback, and quick gap closure.
• Collaborate with engineering, support, and business teams to deliver outcomes.
• Own customer relationships, including handling escalations and ensuring satisfaction.
• Oversee secure, reliable operations across networks, cloud, endpoints, and backups.
• Implement ITIL processes: incident, problem, change, and request management.
• Lead major incidents from first alert to root cause and permanent fix.
• Use data to monitor SLAs, satisfaction, and backlog; act on results.

Skills

Leadership

ITIL

Customer success

Microsoft 365

Entra ID

Networking

Cloud

Security operations

RTSP

CCTV monitoring

DVR/NVR

Kaseya

Cacti

Zabbix

SIEM

AI in IT operations

Coaching teams

Education

Bachelor’s or Master’s degree in Computer Science or Information Technology

Tools

Kaseya

Cacti

Zabbix

SIEM

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+.