Manager, IT Operations
Connor, Clark & Lunn Financial Group Ltd.Gurugram, Haryana, India · Posted 3 months agoDescription
What You Will Do:
The Manager – IT Operations is accountable for end-to-end day-to-day IT operations, ensuring the stability, availability, performance, and security of our enterprise infrastructure and services. This role combines hands-on technical leadership with people and vendor management, overseeing BAU operations, ITIL-aligned incident/problem/change management, and major incident response to restore service quickly and prevent recurrence. The successful candidate will drive operational excellence through monitoring/observability improvements, automation and runbook discipline, patching and lifecycle management, capacity planning, and continuous improvement initiatives, partnering closely with business and IT stakeholders to meet agreed service levels (SLAs/SLOs).
The role will act as a key bridge between IT Operations teams, business stakeholders, and global counterparts
- Operate and enhance our NOC function within the India office.
- Own day‑to‑day IT Operations (BAU) ensure high availability of systems and service.
- Lead and manage critical incident management, including root cause analysis (RCA) and preventive actions.
- Guide and support the team during production issues, outages, and escalations.
- Ensure adherence to ITIL processes (Incident, Problem, Change, and Service Request Management).
- Good Understanding of Patching and Vulnerability management process.
- Strong Technical knowledge and hands‑on skills
- Backup & Recovery (Commvault or similar tools)
- Virtualization (VMware / Hyper‑V)
- Servers and supporting hardware
- Storage solutions (SAN, NAS)
- Networking (LAN/WAN, firewalls, load balancers – conceptual understanding)
- Lead, mentor, and manage an IT Operations team, including performance management and skill development.
- Allocate work effectively across shifts and ensure coverage across time zones as required.
- Drive a culture of process discipline, accountability, and continuous improvement.
- Engage with internal stakeholders (Applications, Security, Business teams) to ensure alignment.
- Coordinate with vendors and service providers for infrastructure support and escalations.
- Communicate effectively with senior leadership during incidents and operational reviews.
- Ensure high‑quality documentation for SOPs, runbooks, escalation matrices, and operational procedures.
- Review and approve change requests, ensuring risk assessment and rollback planning.
What You Bring:
- 10+ years’ experience delivering reliable IT services in complex, regulated environments
- 4+ years leading teams responsible for day-to-day service delivery and operational performance
- Experience supporting an investment / financial services organization (strongly preferred)
- Strong working knowledge of IT service management practices (ITIL certification preferred)
- Bachelor’s degree in relevant discipline (or equivalent experience)
- Clear, confident communicator with strong executive-ready writing and presentation skills
- Proven stakeholder management builds trust, aligns priorities, and influences across business and technology
- Operational leadership mindset: balances customer experience, cost, and risk in decision-making
- Strong problem-solving approach with the ability to lead teams through ambiguous, high-impact issues
- Demonstrated ability to perform under pressure and coordinate rapid recovery during critical service disruptions
- Track record of improving service reliability through process discipline, metrics, and continuous improvement
- Experience with business continuity and recoverability planning (backup/restore, resilience)
- Exposure to modern enterprise operating environments (hybrid / cloud service delivery)
- Strong understanding of service availability, capacity, change risk, and operational controls
- Highly self-motivated, accountable, and able to operate with autonomy
- Collaborative leader who develops teams and fosters a strong service culture
#LI-HYBRID #LI-MP1
For a closer look at how you can build your career with us, we invite you to explore cclgroup.com.
CC&L Financial Group is committed to creating a diverse and inclusive environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to gender, ethnicity, religion, sexual orientation or expression, disability, or age.
Your application will be reviewed by a member of the hiring team - AI is not used in the screening, assessment or selection of applications at this time.
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