About this role
At Zensar, we’re “experience-led everything”. We are committed to conceptualizing, designing, engineering, marketing, and managing digital solutions and experiences for over 130 leading enterprises. We are a company driven by a bold purpose: Together, we shape experiences for better futures. Whether for our clients, our people, or the world around us, this belief powers everything we do. At the heart of our culture is ONE with Client - a set of four core values that reflect who we are and how we work: One Zensar, Nurturing, Empowering, and Client Focus.
Part of the $4.8 billion RPG Group, we’re a community of 10,000+ innovators across 30+ global locations, including Milpitas, Seattle, Princeton, Cape Town, London, Zurich, Singapore, and Mexico City. Explore Life at Zensar and join us to Grow. Own. Achieve. Learn. to be the best version of yourself.
We believe the best work happens when individuality is celebrated, growth is encouraged, and well-being is prioritized. We are an equal employment opportunity (EEO) and affirmative action employer, committed to creating an inclusive workplace. All qualified applicants will be considered without regard to race, creed, color, ancestry, religion, sex, national origin, citizenship, age, sexual orientation, gender identity, disability, marital status, family medical leave status, or protected veteran status. We are seeking a highly skilled and experienced Operations Manager to lead our IT operations. The ideal candidate will have a strong background in IT Service Management (ITSM) and IT Infrastructure Library (ITIL) frameworks, with extensive experience in cloud operations and service delivery. This role requires a visionary leader who can optimize our operational processes, ensure service excellence, and drive continuous improvement within a dynamic technology environment.
Responsibilities: Operational Leadership:
• Lead, mentor, and manage a team of IT operations professionals, fostering a culture of high performance, collaboration, and continuous learning. • Oversee the daily operations of all IT infrastructure, applications, and services, ensuring high availability, performance, and security. • Develop and implement operational strategies aligned with organizational goals, focusing on efficiency, scalability, and cost-effectiveness. IT Service Management (ITSM) & ITIL:
• Champion the adoption and adherence to ITIL best practices across all operational processes, including incident management, problem management, change management, release management, and service request fulfillment. • Define, implement, and monitor Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) to ensure service delivery targets are met or exceeded. • Drive continuous service improvement initiatives based on performance metrics, customer feedback, and industry best practices. Cloud Operations:
• Manage and optimize operations within cloud environments (e.g., AWS, Azure, GCP), including infrastructure provisioning, monitoring, cost management, and security. • Develop and implement strategies for cloud resource optimization, automation, and disaster recovery. • Stay abreast of emerging cloud technologies and trends to ensure our cloud operations remain cutting-edge and efficient. Service Management:
• Ensure the seamless delivery of IT services to internal and external stakeholders, focusing on user satisfaction and business continuity. • Develop and maintain strong relationships with key stakeholders, including business leaders, vendors, and customers. • Implement robust monitoring and reporting mechanisms to track service performance and identify areas for improvement. Process Improvement & Automation:
• Identify opportunities for process automation and optimization to enhance operational efficiency and reduce manual effort. • Implement and manage operational tools and technologies to streamline workflows and improve data visibility. • Drive the adoption of lean principles within IT operations. • Risk Management & Compliance: • Identify and mitigate operational risks, ensuring compliance with relevant industry standards and regulatory requirements. • Develop and maintain comprehensive disaster recovery and business continuity plans.
Qualifications: Bachelor's degree in Computer Science, Information Technology, or a related field. Master's degree preferred. Experience:
• 10+ years of progressive experience in IT operations, with at least 5 years in a leadership or management role. • Demonstrable experience with large-scale IT environments, including on-premise, hybrid, and cloud infrastructures. Technical Skills:
• Strong expertise in ITIL and ITSM frameworks (ITIL v3 or v4 certification highly preferred). • Extensive experience with Cloud Operations (AWS, Azure, or GCP certifications are a plus). • Proficiency in service management platforms (e.g., ServiceNow, Jira Service Management). • Solid understanding of networking, cybersecurity principles, and data center operations. • Experience with scripting and automation tools (e.g., Python, PowerShell, Ansible) is a plus. Soft Skills:
• Exceptional leadership, communication, and interpersonal skills. • Proven ability to manage multiple priorities in a fast-paced environment. • Strong analytical and problem-solving abilities. • Demonstrated commitment to continuous learning and professional development