Job Information
World Wide Technology Manager, Service Operations in India
Team Leadership & Development
Lead, coach, and develop a global team responsible for:
Bridge call facilitation
Major incident coordination
Operational project readiness support
Establish clear performance expectations, accountability standards, and development plans.
Create a culture of discipline, ownership, and service excellence.
Ensure appropriate staffing coverage for 24x7 operations where applicable.
Bridge & Major Incident Oversight
Provide leadership oversight of high-severity incidents and critical bridge calls.
Ensure structured execution, clear role assignment, and timely escalation.
Step in to command critical incidents when necessary.
Review incident quality, documentation, and communication standards.
Ensure reduction of MTTR through consistent execution and governance.
Operational Project Coordination Governance
Oversee the team’s coordination of operational readiness activities for projects, releases, and major changes.
Ensure risks, dependencies, and impacts are identified and mitigated.
Partner with PMO, engineering, and service delivery leadership to align operational execution with business priorities.
Validate that operational controls are in place prior to go-live activities.
Process & Quality Management
Own adherence to ITIL-based Incident, Major Incident, Problem, and Change processes.
Establish KPIs, SLAs, and operational performance metrics.
Conduct quality reviews of bridge facilitation, incident handling, and project coordination.
Drive post-incident reviews and ensure corrective actions are implemented.
Lead continuous improvement initiatives to enhance service reliability and maturity.
AI & Continuous Improvement
Identify opportunities to leverage AI and automation to:
Improve incident trend analysis
Reduce manual coordination tasks
Enhance reporting and operational insights
Promote data-driven decision making across the team.
Reduce recurring incidents through proactive operational improvements.
Executive & Customer Engagement
Represent Service Operations leadership on high-visibility customer and executive calls.
Provide concise operational reporting and performance insights.
Demonstrate strong executive presence during crisis communications.
Build trusted relationships with internal stakeholders and external customers.
7+ years of experience in IT Operations, Service Operations, or Managed Services.
3+ years of direct people leadership experience.
Proven experience overseeing Major Incident and Bridge coordination functions.
Strong knowledge of ITIL frameworks (ITIL certification preferred).
Experience leading global or multi-regional teams.
Demonstrated ability to drive process improvement and operational discipline.
Strong executive communication skills and command presence.
Preferred Qualifications
Experience in Managed and Shared Services environments.
Experience in 24x7 global service operations.
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WWT will consider for employment, without regard to disability, a disabled applicant who satisfies the requisite skill, experience, education, and other job-related requirements of the job and is capable of performing the essential requirements of the job with or without reasonable accommodation. World Wide Technology is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity, national origin, age, disability, veteran status, genetic information, or other characteristics protected by law. We are committed to working with and providing reasonable accommodations to individuals with disabilities. If you have a disability and you believe you need a reasonable accommodation in order to search for a job opening or to submit an online application, please call 1-800-432-7008 and ask for Human Resources.