Project Role : Operations Engineer
Project Role Description : Support the operations and/or manage delivery for production systems and services based on operational requirements and service agreement.
Must have skills : Infrastructure Service Management
Good to have skills : NA
Minimum
7.5 year(s) of experience is required
Educational Qualification : 15 years full time education
Summary:
The GCC Operations Manager will lead end-to-end Global Command Center operations driving 24x7 service availability, major incident management, AIOps adoption, and operational excellence across InfraOps, EventOps, and ITSM.
This role is accountable for stability, resilience, automation-led operations, and continuous service improvement in a complex global enterprise environment.
Roles & Responsibilities:
1. End-to-End GCC Operations
Manage 24x7 operations covering MIM
Ensure delivery against SLAs, OLAs, and KPIs (MTTR, MTTD, availability)
Drive integrated operations across global teams and towers
2. Major Incident & Crisis Management
Lead P1/P2 incident command, bridge orchestration, and recovery
Ensure timely stakeholder communication including executive updates
Drive strong incident governance and ensure accurate incident chronology
3. AIOps & Automation Transformation
Enable adoption of Agentic AIOps (GenWizard), Splunk Observability, xMatters
Drive auto-ticketing, alert correlation, noise reduction, and self-healing capabilities
Support AI-led incident prediction, RCA automation, and ticket resolution
4. Governance, Reporting & Compliance
Deliver daily operations reports, executive dashboards, and exception reporting
Ensure adherence to ITIL processes (Incident, Change, Problem)
Participate in governance reviews, audits, and service performance reviews
5. Stakeholder & Client Engagement
Act as the single point of accountability for GCC operations
Interface with client leadership, business stakeholders, and vendors
Manage escalations and ensure high customer satisfaction
7. Continuous Service Improvement
Drive problem management, RCA quality, and incident reduction initiatives
Identify opportunities for automation, optimization, and cost efficiency
Improve operational KPIs and productivity metrics
8. Team Leadership & Capability Development
Lead multi-location teams (India, Malaysia, Philippines, US)
Build high-performing teams with strong MIM and operational skills
Coach teams on ITIL processes, crisis handling, and AIOps adoption
Required Skills & Competencies
Strong expertise in Major Incident Management & Command Center operations
Deep understanding of ITIL (Incident, Change, Problem Management)
Experience in global delivery models and 24x7 operations
Strong stakeholder communication and executive presence
Ability to lead under pressure and drive decisions in critical situations
Professional & Technical Skills:
Technical Expertise
Tools: ServiceNow, Splunk, AIOps platforms, monitoring & alerting tools
Technologies:
o Infrastructure (Linux, Windows, Cloud, Storage, Network)
o Middleware, Databases,
Exposure to automation tools and AI-driven operations
Bangalore (24x7 Global Delivery Model)
Additional Information:
- The candidate should have minimum 7.5 years of experience in Infrastructure Service Management.
10–15+ years in IT Operations / GCC / NOC / Command Center roles
5+ years in leadership or operations management role
ITIL certification (Foundation / Intermediate) preferred
Bachelor s degree in IT/Engineering or equivalent experience
