Job Description

Sr Manager

What we are looking for?

• Right balance of leadership and management

• Technically sound in Windows Server administration, overall IT operations, IT service delivery, well-versed with ITIL processes, and a strong troubleshooter of technical issues

• Problem management with a methodological problem-solving approach (5 Whys, RCAs, Kepner-Tregoe)

People Management Competencies

• 13+ years of IT experience with at least 5 years managing 12–15+ team members

• Experience leading junior managers/leaders and/or senior individual contributors

• Plan/roster team members to ensure optimal 24x7 coverage

• Coach, mentor, and develop staff, including onboarding and career development planning

• Ensure effective utilization of staff to meet milestones/goals

• Empower employees, delegate responsibility, and ensure accountability

• Lead performance management processes including goal setting and feedback

• Maintain transparent communication across teams

• Identify and recruit internal/external talent

• Recognize high performers and retain key talent

• Communicate company updates and team progress regularly

Technical Competencies

• Understanding of Global Command Center/Monitoring Operations (L1–L2)

• 10+ years of experience in Windows Server, IIS, application support, SQL, clustering

• Experience with monitoring tools such as Azure Monitor, LogicMonitor, SentryOne, AppDynamics

• Proficiency in Microsoft Office tools (Excel, PowerPoint, Teams)

• Experience leading ITIL-aligned teams (Incident, Problem, Change Management)

Responsibilities

• Manage individual contributors and/or junior managers

• Provide weekly/monthly KPI dashboards

• Generate daily, weekly, and monthly reports

• Drive root-cause resolution ('solve once')

• Collaborate with cross-functional teams to improve resolution timelines

• Lead internal operational projects

• Balance multiple priorities including projects, enhancements, and maintenance

• Ensure compliance with policies and procedures

Academic and Professional Qualifications

• Bachelor’s degree in Computer Science/IT

• Relevant IT certifications are a plus

Travel Requirements

• Willingness to travel regionally and/or internationally