JOB DESCRIPTION:

In this role, you will provide strong leadership, mentorship, and guidance to a team of tier 1 and 2 IT support specialists and endpoint engineering teams. Foster a collaborative and high-performing team environment, oversee the day-to-day operations of Stanley’s IT environments, ensuring high levels of uptime and performance.

Responsibilities:

• Define and implement IT operations policies, procedures, and best practices to optimize efficiency, security, and scalability
• Establish robust monitoring and alerting systems to proactively identify and resolve potential issues before they impact users or services
• Lead the incident response process, ensuring timely and effective resolution of IT incidents, and conduct root cause analysis to prevent future occurrences
• Implement and enforce a controlled change management process to minimize disruptions and ensure the stability of the IT environment
• Collaborate with external vendors for hardware, software, and services, ensuring service level agreements (SLAs) are met and value is maximized
• Collaborate closely with the Security team to implement and maintain security best practices within IT operations. Work in partnership with the GRC team to support PCI, SOC2, SOX compliance efforts, including the implementation and maintenance of relevant IT controls
• Partner with Infrastructure teams on ensuring end to end capabilities are managed to minimize customer impacts and downtime.
• Develop and manage the IT operations budget, ensuring cost-effectiveness and efficient resource allocation
• Create and maintain comprehensive documentation for IT operational processes, and procedures
• Serve as an escalation point for complex technical issues and provide expert support to the IT team and other departments.
• Continuously research and evaluate new technologies and best practices to improve Stanley’s IT operations

QUALIFICATIONS

Basic:

• Minimum of a bachelor’s degree or foreign equivalent required from an accredited institution. Will also consider three years of progressive experience in the specialty in lieu of every year of education.
• At least 8 years of progressive experience in IT operations

Preferred:

• Deep understanding of IT infrastructure components, including networking, servers and endpoint management
• Proven experience managing and optimizing various SaaS applications and productivity suites (e.g., Microsoft 365, Slack, Jira, Confluence)
• Excellent troubleshooting and problem-solving skills with a data-driven approach
• Experience with incident management and root cause analysis methodologies
• Solid understanding of ITIL framework and best practices.
• Strong communication, collaboration, and interpersonal skills
• Ability to work effectively in a fast-paced and dynamic environment. A proactive and results-oriented mindset with a strong sense of ownership

WHO WE ARE

Infosys BPM Limited, a wholly owned subsidiary of Infosys Limited (NYSE: INFY), provides end-to-end transformative business process management (BPM) services for its clients across the globe. The company’s integrated IT and BPM solutions approach enables it to unlock business value across industries and service lines, and address business challenges for its clients. Utilizing innovative business excellence frameworks, ongoing productivity improvements, process reengineering, automation, and cutting-edge technology platforms, Infosys BPM enables its clients to achieve their cost reduction objectives, improve process efficiencies, enhance effectiveness, and deliver superior customer experience.
Infosys BPM has 44 delivery centers in 16 countries spread across 5 continents, with 59,443 employees from 108 nationalities, as of March, 2025.
The company has been consistently ranked among the leading BPM companies globally and has received over 60 awards and recognitions in the last 5 years, from key industry bodies and associations like the Outsourcing Center, SSON, and GSA, among others. Infosys BPM also has very robust people practices, as substantiated by the various HR-specific awards it has won over the years. The company has consistently been ranked among the top employers of choice, on the basis of its industry leading HR best practices. The company’s senior leaders contribute widely to industry forums as BPM strategists

• Define and implement IT operations policies, procedures, and best practices to optimize efficiency, security, and scalability
• Establish robust monitoring and alerting systems to proactively identify and resolve potential issues before they impact users or services
• Lead the incident response process, ensuring timely and effective resolution of IT incidents, and conduct root cause analysis to prevent future occurrences
• Implement and enforce a controlled change management process to minimize disruptions and ensure the stability of the IT environment
• Collaborate with external vendors for hardware, software, and services, ensuring service level agreements (SLAs) are met and value is maximized
• Collaborate closely with the Security team to implement and maintain security best practices within IT operations. Work in partnership with the GRC team to support PCI, SOC2, SOX compliance efforts, including the implementation and maintenance of relevant IT controls
• Partner with Infrastructure teams on ensuring end to end capabilities are managed to minimize customer impacts and downtime.
• Develop and manage the IT operations budget, ensuring cost-effectiveness and efficient resource allocation
• Create and maintain comprehensive documentation for IT operational processes, and procedures
• Serve as an escalation point for complex technical issues and provide expert support to the IT team and other departments.
• Continuously research and evaluate new technologies and best practices to improve Stanley’s IT operation