Job Title

About Company: Our Client is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our clients, colleagues, and communities thrive in an ever-changing world. For additional informationJob Title:Incident & Operations Manager Location:Pune Experience:8+ Years Job Type:Contract Notice Period:Immediate Joiners Mandatory Skills:Incident & Operations Manager (DevOps or network Background)Job Description: ITSM experience in Change and other processes ITIL V3 / 2011 Foundation or Intermediate certification Capable to collaborate with Multiple Technical towers, face the Customer, coordinate with the Vendors Effective Communication skillsResponsibilities:1. Incident Response & Triage Develop and maintain incident response plans for various types of incidents. Ensure timely resolution of tickets by Operations team within agreed SLAs. Assess and prioritize incidents based on severity and initiate response actions accordingly. 2. Incident Documentation & Analysis Maintain detailed incident records including impact, nature, and resolution. Perform post-incident analysis to identify root causes and preventive actions. 3. Customer Satisfaction & Reporting Monitor and improve customer satisfaction through efficient operations. Address customer complaints and conduct monthly SLA review meetings. 4. DevOps Background (Prior Hands-on Experience) Experience with Linux administration, shell scripting, and troubleshooting. Managed CI/CD pipelines, Kubernetes clusters, and cloud infrastructure. Knowledge of virtualization (VMware/KVM) and private cloud environments. Familiarity with tools like Docker, Jenkins, Ansible, and cloud monitoring. 5. Leadership & Coordination Lead cross-functional teams and bridge gap between DevOps and Operations. Ensure clear communication with stakeholders and technical teams.