We are seeking an experienced IT Operations Manager (Day 2 Support) to lead the execution of day-to-day IT operations, focusing on incident resolution, ticket management, and system stability across applications and infrastructure. This role is primarily responsible for driving resolution of operational issues with technical teams, ensuring timely closure of tickets and maintaining system uptime. The role works closely with the Service Delivery Manager (SDM), who governs ITIL processes, while the IT Operations Manager ensures effective execution.

Job Description:

Drive end-to-end resolution of incidents, service requests, and operational issues
Manage and prioritize ticket queues to ensure timely closure within SLAs
Coordinate with application, infrastructure, and vendor teams for issue resolution
Act as the central point for Day 2 issue triage and coordination
Ensure incidents are properly diagnosed, resolved, and documented
Support root cause analysis (RCA) activities and ensure follow-up actions are executed
Monitor and reduce recurring incidents through proactive actions
Ensure availability and stability of applications and infrastructure systems
Monitor system performance, logs, and alerts to detect issues early
Take proactive actions to prevent outages and minimize service disruption
Assign tasks, track progress, and ensure accountability across teams
Provide guidance on troubleshooting and resolution approaches
Ensure operational readiness for deployments and system changes
Support implementation of changes with minimal service disruption
Validate post-deployment stability and ensure issue resolution
Provide clear and timely updates on incident status and resolution progress
Escalate risks, delays, or service impacts to the SDM where required
Maintain transparency on operational performance and ticket closure status

Job Requirements:

Minimum 3 years experience.in IT operations / support management
Strong hands-on experience in incident and ticket management environments
Ability to coordinate across applications, infrastructure, and vendor teams
Strong troubleshooting, prioritization, and decision-making skills
Familiarity with ITIL processes and service management tools
Experience in critical or 24/7 operations environments