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Manager, IT Operations

3 weeks, 2 days ago
India
Full-time
Lead
Operations Manager
DevOps and Infrastructure
JIRA OpenID Connect PowerShell SAML
Apply Now
Cision

Cision

Cision is a global provider of PR software and marketing solutions, empowering communication pros to engage audiences effectively.

Professional Services
5K-10K
Founded 1892
$83M raised
View All Jobs 26

Description

  • Lead, mentor, and develop a team of engineers and administrators supporting enterprise collaboration and productivity platforms.
  • Oversee 24x7x365 operational support coverage, including on-call rotations, escalations, and incident response.
  • Serve as a senior technical escalation point for complex incidents, outages, integrations, and platform issues.
  • Manage the administration, governance, and lifecycle of Microsoft 365, SharePoint Online, Microsoft Teams, Power Platform, Slack, Five9, Google Workspace, and related integrations.
  • Drive ITSM and ITIL-aligned processes for incident, problem, change, request, knowledge, and major incident management.
  • Own operational service health, uptime, support models, SLAs, and continuous service improvement initiatives.
  • Establish operational standards, monitoring, alerting, documentation, and support procedures.
  • Partner with Security, Infrastructure, Networking, IAM, Compliance, Legal, and business stakeholders to ensure secure and compliant operations.
  • Lead vendor relationships, escalations, and roadmap discussions.
  • Develop operational metrics, KPIs, dashboards, and executive reporting; support budgeting, forecasting, licensing, and capacity planning.

Requirements

  • Bachelor’s degree in information technology, Computer Science, or a related field, or equivalent professional experience.
  • 7+ years of progressive IT experience with enterprise collaboration and productivity platforms.
  • 3+ years of direct people management experience leading technical teams.
  • Strong technical expertise administering and supporting Microsoft 365 technologies.
  • Experience supporting enterprise collaboration platforms such as Microsoft Teams, SharePoint Online, Slack, and Five9.
  • Experience managing 24x7x365 technical operations in a global enterprise environment.
  • Experience leading platform migrations, consolidations, or digital transformation initiatives.
  • Experience serving as a senior escalation point for high-severity incidents and operational issues.
  • Experience with Power Platform governance and administration.
  • Experience with Copilot, AI-powered productivity platforms, or automation technologies.
  • Strong understanding of SaaS operations, governance, integrations, and lifecycle management.
  • Experience with API-based integrations and enterprise application connectivity.
  • Strong organizational, communication, and stakeholder management skills.
  • Ability to balance strategic planning with hands-on operational leadership.
  • Willingness to participate in on-call rotations and after-hours escalations.
  • Understanding of ITSM operations, including incident and request management.
  • Experience with identity and access management concepts such as SSO, SAML, OIDC, and SCIM (preferred).
  • Experience with enterprise contact center platforms such as Five9 (preferred).
  • ITIL Foundation or advanced ITIL certifications (preferred).
  • Knowledge of compliance, security, and data governance requirements for SaaS platforms (preferred).
  • Microsoft certifications related to Microsoft 365, Teams, SharePoint, Security, or Power Platform (preferred).
  • Strong understanding of ITSM and ITIL operational frameworks and service delivery processes (preferred).

Benefits

  • Commitment to an inclusive workplace where employees can be their authentic selves.
  • Equal opportunity employer with consideration for all qualified applicants regardless of protected status.
  • Reasonable accommodations for applicants and employees with disabilities.
  • Global, collaborative work environment with opportunities to contribute to a large-scale communications platform company.
  • Access to a culture that values curiosity, innovation, and professional growth.

Interested in this position?

Apply directly on the company website

Apply Now

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