Operations Manager IT Service Desk & NOC
- Betsol
- 2 - 8 years
- Bengaluru
- 3 months ago
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Job Description
Role Overview
The Operations Manager will lead the Service Desk and Network Operations Center (NOC) teams, ensuring seamless frontline support, effective monitoring oversight, and high service quality across a global IT environment. This is a leadership role focused on driving team performance, process excellence, stakeholder engagement, and continuous improvement in IT operations and service management.
Key Responsibilities
- Lead, mentor, and develop Service Desk and NOC team leads and engineers; oversee staffing, shift coverage, and 24x7 operations.
- Drive SLA, FCR, MTTD/MTTR improvements; own escalation workflows and root cause analysis for P1/P2 incidents.
- Oversee NOC operations by guiding teams responsible for monitoring, alert management, and capacity planning.
- Oversee Service Desk operations including ticket quality, knowledge management, and customer satisfaction.
- Partner with cross-functional teams to ensure integrated service delivery and effective incident resolution.
- Govern reporting and analytics: review dashboards, KPIs, and performance trends; present insights during regular leadership reviews.
- Ensure compliance with ITIL, governance, and audit standards; maintain readiness for BCP/DR.
- Drive process improvement, automation, and operational efficiency initiatives.
- Lead team development programs including training, certifications, mentorship, and recognition.
- Bachelor s degree in IT/related field or equivalent experience.
- Proven experience managing multi-disciplinary IT support teams (Service Desk and/or NOC).
- Strong background in ITSM frameworks and ITIL best practices.
- Exp
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: IT & Information SecurityRole Category: IT Infrastructure ServicesRole: IT Operations ManagementEmployement Type: Full timeContact Details:
Company: BetsolLocation(s): Bengaluru
Keyskills: Service management Automation Network operations Process improvement IT operations Operations Monitoring Analytics Capacity planning Auditing
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