Manager – Service Operation Manager | IT Production Operations | Bengaluru

Job Description

Summary

Looking for a challenging role as a Service Operation Manager or Shift Lead/Incident Manager in IT Production Operations? Deloitte Touche Tohmatsu India LLP is hiring a highly skilled Manager – IT Operations & Incident Management in Bengaluru with 10+ years of experience. If you excel in incident management, IT service operations, and leading technical teams in dynamic environments, this role is your next career milestone. Bring your expertise in ITIL processes, ServiceNow, JIRA, cloud monitoring tools like Dynatrace and Grafana, and incident escalation to drive operational excellence and continuous service improvement.

Job Details at a Glance

Key Responsibilities

• Incident Management & Coordination
  Lead incident response efforts by assessing, prioritizing, and resolving critical IT production issues promptly.
• Recovery Process Oversight
  Manage and oversee IT service recovery in alignment with ITIL best practices to ensure minimal downtime.
• Process Standardization & Compliance
  Implement and enforce standardized incident management procedures across teams.
• Team Leadership & Coordination
  Guide and supervise technical teams, clarifying roles and responsibilities for efficient incident handling.
• Incident Assessment & Resource Deployment
  Evaluate incidents, prioritize actions, allocate resources, and deploy personnel for swift resolution.
• Reporting & Performance Monitoring
  Generate detailed weekly and monthly reports aligned with client SLAs and KPIs; conduct regular health checks on incident logs.
• Stakeholder Communication
  Serve as the primary communication point during major incidents, providing timely updates to internal and external stakeholders.
• Documentation & Process Improvement
  Ensure incident response procedures are well-documented, and lead initiatives for continuous service improvements in ITSM tools.
• Technical Expertise
  Utilize expertise in ServiceNow, JIRA, cloud monitoring (Dynatrace, Grafana), and issue resolution/escalation practices.

Required Skills & Qualifications

• Minimum 10 years of experience in IT operations, incident management, and team leadership.
• Strong technical knowledge of IT infrastructure, systems, and application support.
• Expertise in incident management frameworks, ITIL standards, and escalation procedures.
• Proficiency with service management tools such as ServiceNow and JIRA.
• Experience with cloud platforms and monitoring tools like Dynatrace and Grafana.
• Excellent problem-solving, decision-making, and analytical skills.
• Strong communication and interpersonal skills for stakeholder management.
• Ability to document processes and create detailed operational reports.
• Bachelor’s degree in Computer Science, IT, or related field.
• Preferred certifications: ITIL, PMP, CISSP, or equivalent.

Preferred Qualifications

• Advanced certifications in IT service management or project management (ITIL, PMP).
• Familiarity with industry compliance standards and IT security protocols.
• Experience managing large-scale IT projects or cross-functional initiatives.
• Master’s degree or higher in a related discipline.

Working Conditions & Location

• Base location: Bengaluru (with possible travel to client sites and other Deloitte offices including Mumbai, Delhi, Pune, Hyderabad).
• Hybrid work model balancing office presence and remote work flexibility.
• Rotational shift requirements including nights, weekends, and on-call duties to handle major incidents.

Why Join Deloitte?

• Work with a global leader in Technology & Transformation, driving innovation across data, analytics, cloud, and AI.
• Collaborate with top professionals solving complex business and technology challenges.
• Access continuous learning, leadership development, and global mobility opportunities.
• Thrive in an inclusive workplace that values diversity and your unique contributions.
• Benefit from initiatives supporting your well-being, accessibility, flexibility, and safety.

Apply Now

Ready to lead IT production operations and incident management as a Manager – Service Operation Manager at Deloitte Bengaluru?
Click here to Apply Now on Deloitte’s Official Careers Page and take the next step in your IT leadership career!