Position Overview: The Senior Manager – IT Operations is responsible for ensuring the stability, security, compliance, and efficiency of the IT infrastructure and technology operations. The role oversees IT Infra for lending platforms, digital channels, branch/field connectivity, cloud/on-prem infrastructure, IT support, and mission-critical applications. They ensure operational continuity, high availability, regulatory compliance (RBI), and secure technology operations across all branches, field teams, and digital channelsKey Responsibilities:1. IT Operations & Infrastructure ManagementEnsure 99.9% uptime for critical IT Infra and enterprise systems.Manage end-to-end IT infrastructure: data centers, DR site, cloud, networks, servers, end-user computing, and branch IT environment.Monitor system performance, capacity planning, backup execution, patch management, and DR drills.Ensure redundancy and resilience for all customer-facing and internal applications.2. Service Delivery, IT Support & Performance MonitoringLead IT service desk operations for branches, regional offices, and central functions.Define SLAs and ensure timely resolution of incidents, requests, and outages.Implement ITSM processes (incident, change, problem management) aligned to ITIL best practices.Improve customer/employee experience through automation, self-service portals, and proactive monitoring.3. Regulatory Compliance, Governance & SecurityEnsure adherence to RBI guidelines for NBFCs, including:Cyber Security FrameworkIT Governance and Risk ManagementOutsourcing of IT ServicesData Localization NormsBusiness Continuity Planning (BCP)Maintain audit readiness for internal, statutory, RBI, and ISO audits.Ensure access control, logging, monitoring, and governance for sensitive financial data (PAN, Aadhaar, KYC documents).Coordinate with the Information Security team for VAPT, configuration hardening, and security incident management.Maintain updated SOPs, configuration baselines, system documentation, and risk registers.4. Vendor & Partner ManagementManage IT vendors including cloud vendors, network providers, and cybersecurity partners.Negotiate contracts, monitor SLA compliance, and ensure cost-effective service delivery.Regularly evaluate fintech solution providers and third-party integrations used in lending, KYC, payments, and analytics.5. Team LeadershipLead and mentor teams of system administrators, network engineers, cloud engineers, support executives, and branch IT coordinators.Build capabilities around cloud operations, automation, and financial application support.Foster a culture of integrity, operational discipline, and continuous improvement.6. Budgeting, Cost Management & OptimizationPrepare and manage budgets for IT operations, infrastructure upgrades, licenses, and cloud usage.Optimize cost of infrastructure, AMC, and cloud footprint while ensuring performance and security.Evaluate opportunities for digitization and automation to reduce operational overhead.7. Projects & Transformation InitiativesLead infrastructure modernization initiatives such as:Cloud migration (Azure/AWS)Branch IT standardizationSD-WAN rolloutsEndpoint security modernizationData center upgradesWork closely with Product, Lending, Operations, and InfoSec teams to support new fintech integrations, digital lending platforms, and mobility solutions. Ensure timely delivery of regulatory-driven IT changes.EducationBachelor's or Master’s degree in IT, Computer Science, Engineering, or related fields.Experience10–15+ years of experience in IT infrastructure, operations, or service delivery. Minimum 3–5 years in a senior managerial role, preferably in NBFC, banking, fintech, or financial services
Job Title
Senior Manager – IT Operations