DevOps Shift Manager

What You'll Do Lead 24/7 DevOps operations during assigned shifts within a Managed Services framework Act as the primary escalation point for P1/P2 incidents and drive end-to-end resolution Ensure adherence to SLAs, OLAs, and contractual KPIs across production environments Govern production releases, deployments, and emergency changes during shift hours Ensure compliance with ITIL-based Incident, Change, and Problem Management processes Coordinate with infrastructure, cloud, database, application, and security teams for issue resolution Monitor CI/CD pipeline health and ensure successful release execution Oversee system monitoring, alert management, and automation workflows Drive root cause analysis (RCA) and implement preventive action tracking Provide structured shift handovers and daily operational reports Communicate real-time updates to client stakeholders during high-severity incidents Mentor shift engineers and enforce adherence to SOPs, runbooks, and escalation matrices Identify automation, cost optimisation, and continuous improvement opportunities. What You Know Must have 10+ years of experience in DevOps, Production Support, or SRE within Managed Services environments Strong hands-on experience in cloud platforms (GCP or AWS) Experience working in SLA-driven, client-facing production environments Strong knowledge of ITIL processes (Incident, Change, Problem Management) Experience managing major incidents and minimising MTTR Hands-on experience with CI/CD tools such as Jenkins, GitLab CI, and Azure DevOps Experience with containerization and orchestration (Docker, Kubernetes) Proficiency with monitoring and observability tools such as Splunk, Datadog, Dynatrace, AppDynamics, and Grafana Exposure to Infrastructure as Code and automation tools such as Terraform and Ansible Strong understanding of Linux systems, networking, and cloud security fundamentals Willingness to work in rotational shifts. Education Details BE / BTech / MTech Preferred Qualifications ITIL Foundation or Intermediate Certification Cloud Certifications (GCP or AWS) Experience in multi-cloud production environments Exposure to reliability engineering practices and operational governance frameworks Mandatory Skills Shift-based operational leadership in Managed Services environments Major Incident Management (P1/P2) and RCA ownership SLA governance and client communication CI/CD pipeline monitoring and release governance Kubernetes and container platform management Monitoring, alerting, and observability implementation Infrastructure automation using Terraform / Ansible Strong knowledge of ITIL processes and operational compliance Benefits In addition to competitive salaries and benefits packages, Nisum India offers its employees some unique and fun extras: Continuous Learning - Year-round training sessions are offered as part of skill enhancement certifications sponsored by the company on an as-needed basis. We support our team to excel in their field. Parental Medical Insurance - Nisum believes our team is the heart of our business, and we want to make sure to take care of the heart of theirs. We offer opt-in parental medical insurance in addition to our medical benefits. Activities -From the Nisum Premier League's cricket tournaments to hosting a Hack-a-thon, Nisum employees can participate in a variety of team-building activities, such as skits, dance performances, and festival celebrations. Free Meals - Free snacks and dinner are provided daily, in addition to subsidised lunch.