This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Associate Manager Client Technology based in India.
This is a people- and operations-focused technical leadership role responsible for managing L1 monitoring operations within a complex enterprise IT environment. You will lead a team of monitoring analysts who are the first line of defense in ensuring system stability across Windows infrastructure, cloud-hosted services, and enterprise applications. The role combines hands-on technical understanding with strong team leadership, requiring you to drive operational excellence, incident response efficiency, and proactive issue resolution. You will work in a 24x7 command center environment where speed, accuracy, and structured problem-solving are critical. A key part of the role involves ensuring effective use of monitoring tools and ITSM processes to maintain service quality and minimize client impact. You will also play a strategic role in building team capability, improving operational maturity, and driving continuous service improvements. This position is ideal for a leader who thrives in high-pressure environments and enjoys developing both people and processes.
Accountabilities:
- Lead, coach, and mentor a team of 10+ L1 Monitoring Analysts, ensuring high performance, engagement, and continuous development.
- Manage day-to-day monitoring operations across Windows servers, SQL databases, network systems, and Azure-hosted infrastructure.
- Ensure effective use of monitoring tools such as AppDynamics, LogicMonitor, and Azure Monitor for proactive incident detection and resolution.
- Oversee incident management processes in ServiceNow, ensuring adherence to SLAs and ITIL best practices.
- Drive problem management initiatives using structured RCA methodologies such as 5 Whys to eliminate recurring incidents.
- Prepare and deliver daily, weekly, and monthly operational reports, dashboards, and performance metrics to stakeholders.
- Ensure compliance with ITIL processes including Incident, Problem, and Change Management across all operations.
- Support workforce planning, onboarding, performance management, and career development for team members.
- Collaborate with cross-functional teams to resolve complex technical issues and improve operational efficiency.
- Lead continuous improvement initiatives to enhance monitoring effectiveness and service reliability.
Requirements:
- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- 5+ years of technical experience in Windows Server administration, application support, SQL troubleshooting, or infrastructure operations.
- Proven experience leading teams of 10+ members in a 24x7 IT operations or command center environment.
- Strong understanding of NOC/monitoring operations and ITSM KPIs.
- Hands-on experience with monitoring tools such as Azure Monitor, LogicMonitor, AppDynamics, or similar platforms.
- Strong knowledge of ServiceNow for incident, problem, and change management workflows.
- Solid understanding of ITIL frameworks and operational best practices.
- Strong leadership, coaching, and team development skills with the ability to drive accountability.
- Excellent communication and stakeholder management skills.
- Proficiency in Microsoft Office tools, especially Excel, PowerPoint, and Teams for reporting and collaboration.
- Relevant certifications such as ITIL, Azure Administrator, or networking certifications are a plus.
- Willingness to work in rotational 24x7 shifts and support a high-availability environment.
Benefits:
- Competitive compensation package aligned with senior IT operations leadership roles.
- Opportunity to lead a high-impact monitoring operations team in a global enterprise environment.
- Exposure to enterprise-scale infrastructure including Azure cloud and advanced monitoring ecosystems.
- Strong career development and leadership growth opportunities.
- Structured training and certification support in ITIL, cloud, and IT operations tools.
- Health and wellness benefits as per company policy.
- Dynamic 24x7 environment with continuous learning and operational excellence exposure.
How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
#LI-CL1
