Manager of Technology

Job Description
Role: Service Line Leader for Lifecycle Management
Location: Bangalore
Schedule: 11:00am to 8:00pm (as needed to support a 24x7x365 operation)
Working Model: Hybrid
Intro:
Do you excel at the intersection of technology, stability, and operational resilience? The Service Line Leader for Lifecycle Management owns the strategy, delivery, and operational excellence for Lifecycle Management services, including leadership and oversight of the Technology Operations Center (TOC). This leader ensures disciplined Operational Alert Response, and measurable service performance across hybrid cloud and on-prem environments, while driving improvements that reduce operational risk and customer impact.
We are seeking a seasoned, high-caliber operations leader with 10 plus years of experience in mission-critical IT infrastructure environments. As the "heart" of technical operations for the Lifecycle Management service line, you will lead a high-performing team, enforce operational discipline, and evolve monitoring, operational visibility, and response practices that strengthen platform stability and resilience.
Some of the things you'll be doing:
Lifecycle Management service line ownership

• Own the Lifecycle Management service line, including operating model, service definition, engagement model, and service performance reporting.
• Establish standards, runbooks, and quality controls to ensure consistent execution and predictable outcomes across the TOC and partner teams.
• Drive a continuous improvement roadmap focused on reducing operational risk, improving customer experience, and increasing operational maturity.

Operational visibility and monitoring

• Maintain comprehensive 360-degree operational visibility across hybrid cloud environments (Azure, Nutanix), on-prem data centers, and global networks.
• Partner closely with platform teams to optimize monitoring and alerting coverage and improve signal-to-noise using platforms such as Elastic and ServiceNow.
• Design and maintain executive dashboards that highlight real-time system health and operational KPIs.

Technology Operations Center (TOC) Leadership and Operations

• Oversee end-to-end TOC operations, ensuring high system uptime, rapid triage, and consistent operational performance.
• Lead a team of skilled engineers, fostering a culture of collaboration, accountability, open communication, and high performance.
• Drive continuous improvement across processes, monitoring frameworks, dashboards, and operational maturity.
• Model organizational values and uphold diversity, equity, and inclusion standards.

Operational Alert Response and Critical Event Leadership

• Own Operational Alert Response execution, including alert intake, triage, correlation, escalation, stakeholder communications, and closure quality.
• Liaise with Major Incident Management and participate in cross-functional response bridges to accelerate service restoration.
• Ensure the team meets or exceeds SLAs for Time to Acknowledge (TTA) and Time to Restore Service (TTR).
• Participate in Root Cause Analysis (RCA) sessions to ensure permanent fixes are implemented and lessons learned are documented and actioned.

Patching Lifecycle Execution

• Operate the end-to-end patching program for supported infrastructure and platforms, coordinating with infrastructure and application teams to plan, execute, and validate patching outcomes.
• Participate in defining patching standards and schedules (cadence, blackout windows, emergency patching), and ensure adherence to change controls and communication expectations.
• Drive measurable outcomes such as patch compliance, reduction in unplanned outages tied to outdated components, and fewer repeat alerts driven by known hygiene gaps.
• Ensure patching activities are fully documented, repeatable, and supported by runbooks, backout plans, and validation steps.

Collaboration and Delivery

• Partner with ServiceNow, Elastic, capability leads, architects, and key stakeholders to translate monitoring and operational requirements into high-quality technical solutions.
• Drive advancements across automation and predictive capabilities that improve detection, reduce alert volume, and accelerate restoration.
• Conduct process reviews, enforce industry standards, mentor junior engineers, and support Agile ceremonies when needed to deliver outcomes.

What technical skills, experience and qualifications do you need?

• 8 plus years in IT Operations, with at least 5 years in a direct leadership or managerial role within an operations center or ITSM environment.
• Bachelor's degree in computer science, Information Technology, or related field (Master's preferred).
• Experience with virtualization and cloud-native monitoring, plus familiarity with cloud infrastructure and operational automation.
• ITIL v4 Foundation preferred
• Experience with ATF, DevOps, or automated deployments, plus strong knowledge of enterprise IT operations practices.

Preferred qualifications

• Familiarity with cloud platforms (Azure, AWS).
• Experience with ServiceNow ITSM module.
• Experience with ITIL practices and escalation management.

What success looks like

• TOC execution is consistent and measurable, strong shift handoffs, clear escalation paths, and high-quality Operational Alert Response.
• Improved operational outcomes, faster TTA and TTR, reduced alert noise, fewer repeat alerts due to verified corrective actions.
• Dashboards provide leadership-ready visibility into health, trends, and risk, enabling proactive action.
• Lifecycle Management is viewed as a mature, reliable service line with strong stakeholder confidence and continuous improvement momentum.

About Us
CSC is a global business, legal, and financial services company based in Wilmington, Delaware, USA, providing knowledge-based solutions to clients worldwide. We have offices and capabilities in over 140 jurisdictions in the Americas, Europe, Asia Pacific, and the Middle East, and more than 8,000 colleagues. We are the business behind business.®
Visit our careers site to learn more about CSC and our commitment to our clients, communities, and each other.
CSC is committed to creating a feeling of belonging through a diverse and growth-oriented environment where everyone is valued.
CSC colleagues have global career opportunities and excellent benefits, including annual success-sharing bonuses or commission plans based on individual performance. To learn more, visit cscglobal.com/service/careers.
We offer a range of support to colleagues with disabilities, ensuring people have the necessary resources to thrive in their roles. We encourage candidates to work closely with our talent acquisition partners to convey their specific needs. Our commitment to accessibility reflects our broader dedication to diversity and belonging,
CSC only accepts resumes from employment agencies that are part of our approved supplier program. Resumes submitted from other agencies either to talent acquisition, our hiring leaders, employees, or through any other mechanism other than our supplier process, will not be eligible to claim related fees and the submitted resumes will be considered property of CSC.
We encourage candidates to apply directly to our website and not through third-party sources.
Disclaimer: The information above describes the general nature and level of work performed by employees in this role. It is not intended to describe all duties, responsibilities, and qualifications.
About the Team
At CSC, we don't just keep businesses running-we help them thrive. For more than 125 years, we've been the trusted partner for 90% of the Fortune 500®, leading financial institutions and businesses worldwide. As the global leader in business, legal, financial, and digital brand services across 140+ jurisdictions, we set industry benchmarks through innovation, integrity, and excellence.
Privately held and professionally managed since 1899, CSC is the business behind business®, delivering knowledge-based solutions from our headquarters in Wilmington, Delaware, USA, to clients across the globe. Our success is built on a people-first culture that fosters growth, collaboration, and agility. Recognized as a Top Employer in India, we are committed to creating an exceptional workplace where talent flourishes.
Important notice: CSC only accepts resumes from agencies in our approved supplier program. Resumes submitted through unauthorized sources-including direct submissions to hiring leaders or employees-will be considered property of CSC, with no fees eligible for claims. We encourage candidates to apply through our website for a seamless hiring experience.
\uD83D\uDD17 Explore opportunities: [CSC Careers link]
Why work for us?
At CSC, we invest in your growth, well-being, and success. Here's what sets us apart:

• Global legacy: Join a powerhouse shaping industries worldwide.
• Career growth and mobility: Access internal promotions, leadership programs, and skill-building opportunities to accelerate your career.
• Recognition and rewards: Enjoy performance-based bonuses, and employee recognition programs.
• Work-life balance: Benefit from hybrid work models and state-of-the-art collaborative spaces.
• Continuous learning: Gain tuition reimbursement, professional certifications, and expert-led development programs in leadership, technical skills, and more.
• Inclusive culture: Be part of a workplace where diversity, equity, and belonging fuel innovation and success.
• Community impact: Make a difference through CSC Gives Back, including our partnership with Kiva, to empower underserved communities through microloans.

Join CSC and shape the future in a dynamic, global environment where your contributions drive success.
Disclaimer: This job description serves as a general guideline and may evolve based on business needs.