Manager - IT Operation

The Lead Manager of IT Operations will be responsible for driving innovation and efficiency within IT operations. This role requires a strong leader with expertise in leveraging GenAI for automating IT processes, such as employee onboarding and offboarding, proactive healing of IT issues and other IT support functions. The successful candidate will focus on streamlining operations, reducing manual efforts, and enhancing productivity across IT teams. Additionally, they will mentor and lead a cross-functional IT team across multiple locations, ensuring the seamless operation of IT systems and services.

As an Lead IT Operation Manager at Zycus you would:

Leadership & Team Management:

• Lead and mentor a global team of 10+ IT professionals across Mumbai, Bangalore, and Pune, ensuring 24/7 IT support and optimal service delivery.
• Foster a culture of continuous learning and innovation within the IT operations team, with a focus on the adoption of GenAI technologies and automation to reduce manual effort and improve team efficiency.
• Establish clear performance metrics for the team and oversee the implementation of development plans to enhance their skills and capabilities.

Automation & Process Optimization:

• Drive automation of IT processes, including employee onboarding/offboarding, incident resolution, and repetitive IT support tasks using GenAI and other automation technologies.
• Analyze current IT support processes, identify areas for improvement, and implement automated solutions that result in effort reduction and operational efficiency.
• Continuously evaluate and implement new technologies to enhance productivity, reduce manual processes, and optimize the IT team's output.

Technical Operations:

• Oversee Office 365 L3 Administration, network management, endpoint security (AV, DLP, OS hardening), and asset management for desktops, laptops, VDI, and Wi-Fi systems.
• Serve as the L3 escalation point for critical incidents and complex issues, ensuring swift resolution and root cause analysis.
• Manage service requests, incidents, and problems through the ticketing portal, ensuring timely escalation and communication to internal stakeholders.
• Manage and improve systems for asset tracking, procurement of IT assets, and software license management.

Collaboration & Strategic Alignment:

• Collaborate with other IT leaders and departments to define business requirements and implement technical solutions that align with organizational goals.
• Ensure that all IT security measures and recommendations from the InfoSec team are effectively implemented and managed.
• Manage vendor relationships, ensuring that all service levels are met and maintained, and support the negotiation of contracts for IT services and hardware procurement.

Reporting & Compliance:

• Provide comprehensive reporting on IT operations metrics, including system uptime, incident resolution times, and automation performance.
• Maintain detailed IT documentation and support compliance with internal and external audits, ensuring adherence to industry regulations and organizational policies.

Budget & Financial Management:

• Assist in IT budget planning (Capex/Opex), providing inputs related to technology investments and operational cost efficiency.
• Track and manage IT expenditures, ensuring alignment with budgetary goals.

Skills and Expertise

What will you require to be successful in this role:

Experience:

• 10+ years of experience in IT operations, with at least 5+ years in a leadership or senior managerial role.
• Extensive experience in GenAI technologies for process automation, particularly in IT support functions such as employee onboarding/offboarding, incident resolution, and ticketing management.
• Strong background in Office 365 administration, network management, endpoint security, asset management, and IT support operations.
• Proven track record of implementing automation strategies that significantly reduce manual efforts and improve IT team productivity.

Technical Skills:

• Proficiency in Office 365 L3 Administration, Windows Active Directory, Azure AD, Intune, SharePoint, network management, and endpoint security solutions.
• Strong knowledge of automation tools and AI-driven technologies applied to IT operations and support functions.
• Experience with ITSM tools (e.g., ServiceNow, Jira) and ticketing systems.

Leadership & Soft Skills:

• Excellent leadership skills, with the ability to inspire and motivate a global IT team.
• Strong critical thinking and problem-solving abilities, with a focus on strategic thinking and innovation.
• Exceptional communication skills, able to engage and collaborate with internal stakeholders at all levels of the organization.

Education:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Relevant certifications (e.g., ITIL, Microsoft Certified, etc.) would be an advantage.

Five Reasons Why You Should Join Zycus

1. Cloud Product Company: We are a Cloud SaaS Company and our products are created by using the latest technologies like ML and AI. Our UI is in Angular JS and we are developing our mobile apps using React.
2. A Market Leader: Zycus is recognized by Gartner (world's leading market research analyst) as a Leader in Procurement Software Suites.
3. Move between Roles: We believe that change leads to growth and therefore we allow our employees to shift careers and move to different roles and functions within the organization
4. Get a Global Exposure: You get to work and deal with our global customers.
5. Create an Impact: Zycus gives you the environment to create an impact on the product and transform your ideas into reality. Even our junior engineers get the opportunity to work on different product features.

About Zycus

Zycus is a pioneer in Cognitive Procurement software and has been a trusted partner of choice for large global enterprises for two decades. Zycus has been consistently recognized by Gartner, Forrester, and other analysts for its Source to Pay integrated suite. Zycus powers its S2P software with the revolutionary Merlin AI Suite. Merlin AI takes over the tactical tasks and empowers procurement and AP officers to focus on strategic projects; offers data-driven actionable insights for quicker and smarter decisions, and its conversational AI offers a B2C type user-experience to the end-users.

Zycus helps enterprises drive real savings, reduce risks, and boost compliance, and its seamless, intuitive, and easy-to-use user interface ensures high adoption and value across the organization.

Start your #CognitiveProcurement journey with us, as you are #MeantforMore