Technical Operations Manager – Cloud Infrastructure & Managed Services

We are looking for an experienced Technical Operations Manager – Cloud Infrastructure & Managed Services to lead Infrastructure Operations within Axway Global Cloud Managed Services. This leadership role is responsible for driving operational excellence, ensuring high service availability, managing critical incidents, and leading service lifecycle activities across a global cloud environment.

You will work closely with global stakeholders across Cloud Infrastructure, Application Management, Cloud COEs, CAB, and business teams, while partnering with cloud providers such as AWS and Azure to deliver secure, reliable, and scalable managed services.

Key Responsibilities

1. Lead the Noida Infrastructure Operations team and serve as the primary delivery lead for global stakeholders.
2. Drive service delivery excellence by ensuring compliance with agreed SLAs, KPIs, and operational standards.
3. Act as Incident Manager on a rotational basis for critical P1/P2 incidents and major service disruptions.
4. Lead customer onboarding, infrastructure upgrades, migrations, and service transition activities.
5. Monitor service performance, identify improvement opportunities, and drive automation and operational efficiency initiatives.
6. Manage small internal projects and collaborate with cross-functional and geographically distributed teams.
7. Drive infrastructure optimization through standardization, consolidation, and lifecycle management.
8. Prepare operational reports and communicate service performance to senior leadership.
9. Set clear objectives, establish performance measures, and foster a culture of accountability and continuous improvement.
10. Coach, mentor, and develop team members while supporting their career growth and performance management.

Required Experience & Skills

1. 12–15+ years of IT experience with reputed organizations.
2. At least 7–8 years of experience leading technical teams, managing people, processes, and technology.
3. Proven experience managing Service Operations or Service Delivery for large cloud infrastructure or cloud-hosted services.
4. Strong understanding of ITIL-based Service Management, Incident Management, Change Management, and Service Lifecycle processes.
5. Experience working with AWS and/or Azure cloud environments.
6. Excellent leadership, stakeholder management, communication, and presentation skills.
7. Experience driving organizational transformation and operational excellence initiatives.
8. Strong decision-making, prioritization, delegation, and team management capabilities.
9. Hands-on experience with ServiceNow (or similar ITSM tools), Jira, Confluence, and MS Project.
10. Exposure to middleware technologies; experience with Axway products will be an added advantage.

Preferred Experience

1. Experience working in a global 24×7 Cloud Managed Services environment.
2. Experience leading geographically distributed teams and engaging with global stakeholders.
3. Exposure to cloud migrations, infrastructure modernization, automation, and operational transformation initiatives.

Qualification Pre-requisites:

1. B.E./B.Tech. in Computer Science, Information Technology, Electronics, Electrical, or a related engineering discipline.
2. Postgraduate qualification in Business Administration or Management (MBA/PGDM) is an added advantage.
3. Professional certification in Service Management or Project Management (such as ITIL® 4 Specialist, PMP, or PRINCE2®) is preferred.
4. AWS and/or Microsoft Azure Cloud certification is desirable.

The role requires working with cross geography teams and senior stakeholders spread across EMEA, APAC & NA so flexibility to work in shifts is required.

At our organization, we are committed to fighting against all forms of discrimination. We foster a work environment that is inclusive and respectful of all differences.

All of our positions are open to people with disabilities.