Manager of Technology Operation

Overview

The Manager of Technology Operations leads the global team responsible for end-user technology services, user lifecycle execution, endpoint and mobile management, ITSM operations, enterprise application support, hardware and software lifecycle, telecom, and operational service improvement. The leader establishes standards and accountability while maintaining a hands-on operating model. This role is expected to step into escalations, remove barriers, improve processes, develop the team, manage vendors and costs, and deliver reliable, measurable support across company locations and time zones.

• Service Delivery and Operational Leadership
• Own the performance, reliability, and continual improvement of Technology Operations services across distributed company locations and support hours.
• Establish queue management, prioritization, escalation, service-level, communication, documentation, and handoff standards for L1, L2, and senior support resources.
• Lead response to high-impact incidents and executive escalations; ensure restoration, communication, root-cause analysis, corrective actions, and lessons learned are completed.
• Review service health, ticket demand, backlog, recurring work, operational risks, and customer experience indicators; convert findings into clear improvement plans.
• Maintain direct involvement in technical and operational work as needed in a lean, hands-on organization.
• People Leadership and Workforce Development
• Lead, coach, and develop Technology Operations staff; set clear responsibilities, goals, coverage expectations, and performance standards.
• Build a tiered support model that assigns work to the appropriate level, reduces unnecessary escalations, and strengthens follow-the-sun capability.
• Manage day-to-day work assignment, prioritization, and output quality for Pune GCC Technology Operations resources to ensure clear ownership, follow-through, knowledge transfer, and alignment with global service standards.
• Conduct regular one-on-ones, team reviews, technical coaching, knowledge transfer, and succession planning.
• Plan staffing, scheduling, on-call coverage, skills development, and use of partners or managed services based on measured workload and business risk.
• Governance, Process, and Service Management
• Own or govern incident, request, change, problem, knowledge, asset, access, onboarding, offboarding, and service improvement processes within Technology Operations.
• Ensure controls for approvals, least privilege, audit evidence, segregation of duties, and secure user lifecycle execution are embedded in daily operations.
• Create and maintain policies, SOPs, runbooks, role ownership, service catalogs, standards, and reporting needed for consistent global delivery.
• Champion automation, self-service, standardization, and elimination of recurring manual work while maintaining security and operational controls.
• Technology Portfolio and Lifecycle Management
• Provide leadership for endpoint, mobile, Microsoft 365, collaboration, printing, telecom, access governance, ITSM, asset management, and assigned enterprise application services.
• Own hardware and software standards, role personas, refresh planning, inventory accuracy, license optimization, procurement workflows, and retirement practices.
• Coordinate day-to-day cross-functional work with Global Platform Engineering, Cybersecurity, Enterprise Applications, and Development; accelerate matters involving HR, Finance, Legal, Procurement, or business leadership through the VP unless limited to routine Technology Operations activity.
• Ensure operational readiness, support ownership, documentation, training, and transition-to-operations are completed for new or changed technology.
• Financial, Vendor, and…