Sr. IT Manager

Job Duties and Responsibilities:

Infrastructure Leadership & Team Management

• Lead the IT team across all sites, ensuring high performance and consistent delivery of services.
• Conduct Quarterly performance reviews and set SMART objectives for team members.
• Hold Weekly 1:1 coaching and progress meetings with direct reports.
• Develop and publish job descriptions and task responsibilities for all infrastructure roles.
• Perform skills gap assessments and create training and development plans.
• Identify Subject Matter Experts (SMEs) within each technology tower.

Systems, Cloud & Endpoint Operations

• Oversee the maintenance, monitoring, and optimization of both on-prem and cloud environments, backup devices and services, and endpoint infrastructure.
• Ensure high service availability, meeting performance metrics and operational KPIs.
• Conduct weekly reviews of systems performance, infrastructure metrics, SLA adherence, and team KPIs (hiring, training, productivity).
• Ensure Infrastructure Engineers maintain current knowledge of core service offerings and patching standards.

Patching & Security Compliance

• Oversee the deployment of OS patches (PCI and Non-PCI) and Microsoft security updates across servers and endpoints.
• Ensure consistent use of approved patch management tools such as BigFix, MECM/SCCM, Ivanti, WSUS, IBM Endpoint Manager, or ManageEngine.
• Monitor patching trends, identify recurring issues, and recommend process improvements or new standards.
• Ensure all technical documentation, patching procedures, and knowledge articles are complete and regularly updated.

Technical Escalations & Service Delivery

• Serve as the primary escalation point for break/fix issues, server/software updates, and feature enhancements.
• Oversee response and resolution to customer-impacting issues, adhering to defined SLAs.
• Approve change requests (RFCs) related to infrastructure operations.
• Provide expert-level technical guidance and support to Infrastructure Engineers.

Governance, Reporting & Operational Planning

• Lead weekly IT Infrastructure team meetings covering incidents, changes, and planned work.
• Deliver structured reports on service availability, SLA performance, patching compliance, systems health, and workforce metrics.
• Coordinate with Operations to schedule patching windows for accounts.
• Ensure alignment with Business Continuity and Disaster Recovery (BCP/DR) requirements.

Cross-Functional Collaboration & Vendor Management

• Participate in monthly focus group discussions with IT Service Desk, IT Operations, IT Client Services, and other IT teams.
• Build strong relationships with vendors, manage contracts, and support technology procurement activities.
• Work closely with leadership to optimize IT spend across cloud, licensing, and endpoint resources.

Other Responsibilities

• Support audits, compliance reviews, and client technology assessments.
• Stay updated on emerging technologies and recommend enhancements aligned with business needs.
• Perform other related duties as assigned by the Head of Technology.

General Qualifications

• Bachelor’s Degree in Computer Engineering, Computer Science, ECE, or related field.
• 5 – 10 Years of experience in Systems Administration, NOC operations, remote troubleshooting, and IT service delivery.
• 5 – 10 Years of experience working in a BPO environment.
• Strong leadership background with at least 3 – 5 Years of leadership/management experience, ideally as an IT Senior Manager or IT Manager.
• Excellent English communication skills (written and verbal B2 CEFR).
• Proven ability to manage multiple priorities in a fast-paced, dynamic environment.
• Strong commitment to organizational values and operational excellence.
• Willing to work on shifting schedules, weekends, holidays, and onsite when required.

Technical Requirements

• MCSA, MCSE, or ITIL certification preferred.
• At least 5 – 10 Years of hands-on experience in:

o Windows Server Administration

o Endpoint Administration

o Server/Endpoint Patching

• Experience with at least one patching tool: BigFix, MECM
• (SCCM), ManageEngine, Ivanti, WSUS, IBM Endpoint Manager, etc.Experience with AWS or similar cloud platforms.
• Any additional Infrastructure or Cloud certifications are an advantage