Manager IT

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

Job summary

Oxiliry is seeking an experienced IT Operations leader to drive service delivery, reliability, and security across networks, cloud, endpoints, and backups. You will manage incidents, problems, changes, and requests while applying ITIL principles in real-world settings and coaching teams to improve communication.

You will partner with engineering, support, and business teams to meet SLAs, track customer satisfaction, and turn feedback into action.

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 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.

Responsibilities

• Own the relationship with customers, including escalations and service quality.
• Keep customers informed with clear next steps, owners, and timelines.
• Oversee secure, stable operations across networks, servers, cloud, endpoints, identity, and backups.
• Run incident, problem, change, and request management in real-world settings.
• Lead major incidents from first alert to root cause and permanent fix.
• Track SLAs, satisfaction, and backlog, and act on the data.

Skills

Leadership

Customer success

Communication

Education

Bachelor’s or Master’s degree in Computer Science, Information Technology, or related field

Tools

Kaseya

Cacti

Zabbix

SIEM

Microsoft 365

Entra ID

VPNs

Routers

Switches

Firewalls

Job description

• 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+.