IND Senior Manager, Infrastructure

IND Senior Manager, Infrastructure - GCC053

We’re determined to make a difference and are proud to be an insurance company that goes well beyond coverages and policies. Working here means having every opportunity to achieve your goals – and to help others accomplish theirs, too. Join our team as we help shape the future.

Role Summary

The IT Operations Manager is a people manager and operational leader responsible for maintaining the availability, stability, and recoverability of critical infrastructure and business services within a 24/7/365 Global Command Center. This role leads an operations team responsible for Incident, Problem, Change, and Release Management controls, real time event response, and service restoration. The Command Center operates in a highly automated, AI augmented model, leveraging observability platforms, ITSM workflows, agentic AI, and continuous improvement to reduce incident impact, accelerate recovery, and prevent recurrence.

Key Responsibilities

People Leadership

Directly manage, coach, and develop a team of IT operations professionals.

Own staffing plans, shift schedules, on call rotations, and follow the sun handoffs.

Set performance expectations, conduct reviews, and drive skills development and operational maturity.

Support hiring, onboarding, and retention in partnership with HR and onshore leadership.

Operational Command & Availability

Provide leadership oversight for day to day Command Center operations, ensuring rapid detection, triage, escalation, and restoration of service disruptions.

Act as an escalation leader for high severity incidents, ensuring calm execution and cross team coordination.

Ensure consistent execution of standard operating procedures across all shifts.

Incident Management

Own and enforce Incident Management controls including queue health, SLAs/OLAs, escalation paths, and communications.

Ensure effective major incident execution, including bridge facilitation, stakeholder communications, and post incident reviews.

Drive accountability and learning from incidents to reduce recurrence.

Change & Release Management

Ensure operational controls for Change and Release execution, including readiness validation, release support, and early life monitoring.

Oversee emergency changes during incidents, ensuring governance, documentation, and post implementation follow up.

Partner with Change and Engineering teams to reduce change related incidents.

Continuous Improvement & AI Augmented Operations

Ensure root cause analysis, corrective actions, and knowledge capture for significant incidents.

Drive automation, runbook maturity, and improved alert quality.

Lead teams operating with AI enabled and agentic automation capabilities, ensuring appropriate human oversight.

Metrics & Governance

Own operational KPIs (availability, MTTR/MTSR, incident recurrence, change impact).

Provide regular operational insights, risks, and improvement actions to onshore leadership.

Required Qualifications

8+ years of experience in IT Operations, NOC, Command Center, or Service Management roles.

Prior people management experience in a shift based or 24/7 operations environment.

Strong working knowledge of Incident, Change, and Release Management (ITIL aligned).

Proven experience leading teams through high severity production incidents.

Strong communication, coaching, and stakeholder management skills.

Preferred Qualifications

Experience in automation heavy or AI augmented operations environments.

Familiarity with enterprise ITSM platforms and observability tools.

Demonstrated success driving operational improvements and reducing incident recurrence.

Measures of Success

High service availability and reduced customer impact

Improved MTTR/MTSR and incident recurrence rates

Strong team performance, engagement, and operational discipline

Increased automation and effective use of AI in operations

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