Manager – Operations (Support)
Core
Primary point of contact for regional IT support activities, ensuring incident resolution, SLA compliance, and coordination between business stakeholders and IT teams.
Role type
Manager – Operations (Support)
Builds
High-quality IT service delivery and operational stability for regional business units
Domain
IT Operations / Incident Management
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Incident Management, ITIL frameworks, stakeholder communication, analytical problem-solving, service delivery management, ticketing tools proficiency
Preferred skills
Leadership/coordination experience, Cloud technologies knowledge, ETL tools creation, TSQL, Power BI, Python, PySpark, GitHub
Technologies
JIRA, ServiceNow, Azure, Databricks, SSIS, Synapse, TSQL, Power BI, GitHub, Python, PySpark
Responsibilities
Coordinate end-to-end ticket lifecycle, monitor ticket queues and prioritize incidents, manage stakeholder expectations and updates, ensure SLA/KPI adherence, drive root cause analysis for recurring issues, enforce incident management processes, guide L1/L2 teams in issue resolution
Seniority
Manager, hands-on leadership
