Join our dynamic team as a Manager in ITSM, playing a pivotal role in Platform Development & Integration. This position is based in Bengaluru and focuses on enhancing our enterprise technology infrastructure.

You will be instrumental in implementing and managing secure, scalable, and cost-effective cloud solutions, driving functional excellence and innovation. This role is perfect for a seasoned professional looking to lead and make a significant impact.

Oversee cloud architectures, ensuring robust security (IAM, compliance), and driving operational efficiency through monitoring and automation. Lead incident, problem, and change management processes, alongside disaster recovery and high availability strategies.

Manage 24x7 application and infrastructure support operations, ensuring end-to-end incident lifecycle management from P1 to P4. Drive Root Cause Analysis (RCA) and Post-Incident Reviews (PIR), implementing corrective and preventive actions.

Supervise incident and problem lifecycles, ensuring effective post-incident reviews and continuous improvement. Provide L2/L3 infra and application support, primarily on Linux servers, handling escalations from clients and stakeholders. Manage a team of SREs and Support Engineers, focusing on performance reviews, mentoring, and SLA/KPI compliance.

Requires 10-15 years of IT experience, with at least 8 years dedicated to enterprise production systems management and cloud architecture. Experience with Banking and Finance domains, specifically Cards & Payments, mobile apps, and cloud-native solutions, is highly desirable.

Key competencies include Incident, Problem & Change Management (ITIL), Disaster Recovery & High Availability Architecture, Team Leadership & People Management, Site Reliability Engineering & Production Operations, and Cloud & Container Platforms (AWS, Kubernetes, Docker).

Proficiency in Monitoring & Observability tools (Kibana, Splunk, Grafana, Prometheus, Nagios, Zenduty), SLA/SLO/MTTR Governance, Reliability Engineering, and Stakeholder & Client Communication is essential. Experience with Infrastructure as Code (Terraform, Ansible, AWS CloudFormation) and deep knowledge of networking, databases (SQL/NoSQL), and security best practices are also required.