Role Summary
The Technical Manager – IT Services is responsible for ensuring that IT services are delivered reliably, securely, and in line with committed service levels. This role owns operational oversight across ticketing, KPIs, backup and recovery validation, disaster recovery, security controls, and compliance, while coordinating closely with client-facing and sales teams to ensure delivery matches what is promised.
Key Responsibilities
- Oversee day-to-day IT service delivery and ensure support operations meet agreed SLAs and KPIs.
- Manage ticketing workflows, escalation handling, and service quality reporting.
- Own backup, retention, and restore verification processes to ensure data protection and recoverability.
- Plan, test, and validate disaster recovery procedures and business continuity readiness.
- Ensure security controls are implemented and monitored, including vulnerability, incident, and access-related practices.
- Monitor compliance requirements and ensure operational adherence to internal policies and external obligations.
- Coordinate with sales, account, and client-facing teams to confirm that services being sold can be delivered operationally.
- Review trends, root causes, and improvement actions to reduce recurring issues and improve service performance.
- Participate in governance reviews, escalations, and vendor or subcontractor coordination where applicable.
Required Competencies
- Strong understanding of IT service management, helpdesk operations, and SLA governance
- Working knowledge of backup, restore, disaster recovery, and continuity planning
- Practical awareness of security operations and compliance controls.
- Ability to translate business commitments into operational execution.
- Good communication skills to work across technical, sales, and management teams.
Pay: ₹718,202.61 - ₹2,273,423.57 per year
Benefits:
- Paid time off
- Provident Fund
Work Location: Remote
