About This Role
<p><span style="color:#4a4a4a">Sr Manager <br /><br />What we are looking for?</span></p><br /><p><span style="color:#4a4a4a">Right balance of leadership and management <br /><br />Technically sound in Windows Server administration, overall IT operations, IT service delivery, well-versed with ITIL processes, and a strong troubleshooter of technical issues <br /><br />Problem management with a methodological problem-solving approach (5 Whys, RCAs, Kepner-Tregoe) <br /><br />People Management Competencies <br /><br />10+ years of IT experience with at least 5 years managing 12–15+ team members <br /><br />Experience leading junior managers/leaders and/or senior individual contributors <br /><br />Plan/roster team members to ensure optimal 24x7 coverage <br /><br />Coach, mentor, and develop staff, including onboarding and career development planning <br /><br />Ensure effective utilization of staff to meet milestones/goals <br /><br />Empower employees, delegate responsibility, and ensure accountability <br /><br />Lead performance management processes including goal setting and feedback <br /><br />Maintain transparent communication across teams <br /><br />Identify and recruit internal/external talent <br /><br />Recognize high performers and retain key talent <br /><br />Communicate company updates and team progress regularly <br /><br />Technical Competencies <br /><br />Understanding of Global Command Center/Monitoring Operations (L1–L2) <br /><br />10+ years of experience in Windows Server, IIS, application support, SQL, clustering <br /><br />Experience with monitoring tools such as Azure Monitor, LogicMonitor, SentryOne, AppDynamics <br /><br />Proficiency in Microsoft Office tools (Excel, PowerPoint, Teams) <br /><br />Experience leading ITIL-aligned teams (Incident, Problem, Change Management) <br /><br />Responsibilities <br /><br />Manage individual contributors and/or junior managers <br /><br />Provide weekly/monthly KPI dashboards <br /><br />Generate daily, weekly, and monthly reports <br /><br />Drive root-cause resolution ('solve once') <br /><br />Collaborate with cross-functional teams to improve resolution timelines <br /><br />Lead internal operational projects <br /><br />Balance multiple priorities including projects, enhancements, and maintenance <br /><br />Ensure compliance with policies and procedures <br /><br />Academic and Professional Qualifications <br /><br />Bachelor’s degree in Computer Science/IT <br /><br />Relevant IT certifications are a plus <br /><br />Travel Requirements <br /><br />Willingness to travel regionally and/or internationally</span></p>