Job Description: Associate Manager – L1 Monitoring Operations
About the Role
We are looking for a dynamic and technically grounded Associate Manager to lead our L1 Monitoring Operations team. This is a dual-hat role that demands the right balance of people leadership and hands-on technical acumen. You will be responsible for managing a team of Monitoring Engineers who are at the frontline of our operations — monitoring alerts, triaging incidents, and taking proactive actions to prevent potential client impact across our infrastructure landscape.
If you are someone who thrives in a 24x7 environment, leads with empathy, thinks methodically about problems, and has a solid technical foundation in Windows infrastructure and IT Operations — we want to hear from you.
What You Will Do
Team Leadership & People Management
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Directly lead, coach, and mentor a team of 10+ Monitoring Analysts, fostering a high-performance, motivated, and accountable culture.
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Oversee new employee onboarding and drive career development planning and growth opportunities for team members.
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Empower team members to take ownership of their responsibilities by delegating effectively and establishing clear expectations, accountability, and feedback loops.
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Lead employees through a structured performance management and development process, including goal setting, regular feedback, and performance development planning.
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Maintain transparent and open communication across the team through department meetings, one-on-ones, email, IM, and regular interpersonal touchpoints.
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Identify, recruit, and develop internal and external talent to ensure the right mix of competencies within the team.
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Recognize and reward high performers to sustain motivation and retain key talent.
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Regularly communicate company news, organizational updates, and team progress against business goals.
Monitoring Operations Management
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Manage day-to-day operations of the L1 monitoring team responsible for monitoring systems, infrastructure, Windows Servers, SQL databases, and networks hosted on Microsoft Azure.
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Ensure the team effectively utilizes monitoring tools including AppDynamics, Logic Monitor, and Azure Monitor to detect, triage, and respond to alerts.
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Oversee the management of incidents via ServiceNow (SNOW), ensuring timely logging, escalation, and resolution in adherence to defined SLAs.
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Drive adherence to ITIL-aligned processes — Incident Management, Problem Management, and Change Management — across all team operations.
Problem Management
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Champion a methodological problem-solving culture using structured frameworks such as 5 Whys, Root Cause Analysis (RCA) methodology.
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Work towards solving problems "ONCE" by ensuring permanent fixes and driving a zero-repeat-incident mindset.
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Partner with cross-functional teams and leaders to improve and expedite problem resolution across the environment.
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Track and report on key Problem Management KPIs through weekly and monthly dashboards and reports.
Reporting & Governance
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Deliver daily, weekly, and monthly operational reports and dashboards to stakeholders and leadership.
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Balance demand management across multiple simultaneous complex projects, operational enhancements, break-fix requests, and maintenance activities.
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Lead internal operational improvement projects and drive efficiencies within the team.
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Ensure full team adherence to all team, account, and client policies and procedures.
What We Are Looking For
✅ People Management Competencies
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Proven ability to lead a team of 10 or more individual contributors in a fast-paced, operations-driven environment.
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Strong coaching and mentoring skills with a genuine interest in people development.
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Ability to delegate effectively, drive accountability, and provide structured, constructive feedback.
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Excellent interpersonal and communication skills — able to inspire, influence, and align teams toward shared goals.
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Experience in recruiting and building well-rounded, competent teams.
✅ Technical Competencies
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Strong understanding of Global Command Center / NOC / Monitoring Operations and associated ITSM KPIs.
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3–5 years of hands-on experience in Windows Server Administration, IIS, Application Support & Troubleshooting, SQL blocking analysis, and Windows Cluster Management — must have held at least one technical role within the past 5 years.
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Working knowledge of monitoring tools such as Azure Monitor, Logic Monitor, AppDynamics (AppD), SentryOne, or equivalent platforms.
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Familiarity with cloud-hosted infrastructure, particularly Microsoft Azure.
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Experience with ServiceNow (SNOW) for ITSM ticketing and workflow management.
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Proficiency in Microsoft Office tools — Excel, PowerPoint, and Teams — for reporting, presentations, and collaboration.
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Solid understanding and prior experience with ITIL processes — Incident, Problem, and Change Management.
Academic & Professional Qualifications
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Bachelor's Degree in Computer Science, Information Technology, or a related field.
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Any relevant IT Certifications (e.g., ITIL Foundation, Microsoft Certified: Azure Administrator, CompTIA Network+) are a plus.
Travel Requirements
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Willingness and ability to travel regionally and/or internationally as required by business needs.
Working Arrangements
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Must be willing and able to work in a 24×7×365 rotational shift environment.
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Work is performed in a standard office environment with minimal exposure to health or safety hazards.
