This role leads the operating practices that keep DDN's IT services dependable as the company grows. Based in Pune, the Senior Manager owns incident, change, problem, and major incident management; establishes usable service and configuration data; and works closely with infrastructure monitoring teams. The position also provides on-site leadership in India and operational coordination across APAC and EMEA, while functional reporting relationships remain with the respective team leaders.
WHAT YOU’LL DO:
SERVICE MANAGEMENT
- Run and improve incident, major incident, change and problem management across IT, with clear ownership, escalation paths, communications and service restoration practices.
- Lead critical incident response, coordinate resolver teams, document timelines and follow through on root causes and corrective actions.
- Establish practical change assessment and approval controls, emergency change handling, post-implementation review, and meaningful service performance reporting.
- Maintain knowledge, procedures, and auditable evidence for service operations; partner with Security and Compliance on SOC 2 and ISO 27001 readiness.
- Act as a Change and Problem Manager for IT changes.
CONFIGURATION DATA, MONITORING, AND EMPLOYEE LIFECYCLE
- Own the service-management side of the CMDB, including data quality, ownership, relationships, and a prioritized approach to critical-service visibility.
- Partner with Core Infrastructure on monitoring and event integrations, turning alerts into actionable incidents and reducing noise and repeat outages.
- Own the operational process for employee onboarding, moves, and offboarding, coordinating HR, IAM, endpoint, and the ESM platform team; ensure ownership, approvals, and handoffs are defined.
- Work with the ESM engineers to translate process requirements into workflows, SLAs, dashboards, and control evidence.
REGIONAL LEADERSHIP
- Provide local IT leadership for the Pune site and coordinate regional operating issues across APAC and EMEA without replacing existing functional line management.
- Coach distributed IT staff on service practices, escalation discipline, documentation, and employee communication.
- Use service metrics, trends, and employee feedback to focus improvements on the issues creating the most disruption.
WHAT WE’RE LOOKING FOR
- 8+ years in IT operations or service management, including 4+ years leading technical service operations or ITSM functions.
- Hands-on command of incident, major incident, change, and problem practices, preferably in a global support environment.
- Experience with an ITSM platform, service reporting, operational controls, knowledge management, and service-level management.
- Practical experience improving CMDB accuracy and working with monitoring, event management or observability teams.
- Experience leading teams or cross-functional operational groups across regions, including high-severity incident bridges.
- Sound judgment, clear written communication and the ability to balance service restoration, change risk and business urgency.
Helpful experience
- ITIL certification or equivalent practical experience; exposure to SOC 2 or ISO 27001 evidence requirements.
- Experience operating across India, EMEA, and APAC time zones and working with dotted-line stakeholders.
- Knowledge of automated incident routing, service mapping, and employee lifecycle workflow improvement.
Initial priorities: Establish consistent incident and change controls, a usable CMDB improvement plan, and predictable regional coverage and employee lifecycle handoffs