Shift Manager (Technical) L3

Shift Manager (Technical) L3 - Swan Solutions We are looking for an experienced Shift Manager (Technical) L3 to lead and manage technical operations in a 24 7 enterprise IT infrastructure environment. The role involves managing technical teams, overseeing ticket resolution, ensuring SLA adherence, handling escalations, supporting incident and change management processes, and providing operational insights to management. The ideal candidate should have strong experience in IT operations and team management, along with good knowledge of VMware environments and IT service management processes. Location: CBD Belapur, Navi Mumbai Client Site Department: IT Infrastructure Employment Type: Full-Time / Permanent Experience: Minimum 8 Years of relevant experience Working Days: As per 24 7 operations Shift: 24 7 Rotational Shifts Key Responsibilities Supervise and manage the technical team on the floor during assigned shifts. Ensure adherence to shift schedules, operational processes, and service level agreements. Monitor and oversee the resolution of incidents, service requests, and problems within defined SLAs. Handle technical escalations and coordinate with relevant teams for timely resolution. Monitor team performance, productivity, ticket volumes, resolution times, and SLA compliance. Provide regular operational updates and performance reports to senior management. Manage and report on incident management activities, including response times, resolution rates, and post-incident reviews. Identify recurring incidents and operational trends and recommend process improvements. Support Change Management processes by ensuring compliance with approved change procedures. Oversee change implementation during assigned shifts and report on change success rates and potential issues. Coordinate with L1, L2, L3, infrastructure, application, and other technical teams for effective issue resolution. Ensure proper shift handover and continuity of critical operational activities. Maintain a collaborative, productive, and customer-focused work environment. Ensure adherence to operational policies, IT service management processes, and customer requirements. Required Skills Strong experience in IT Operations and Technical Team Management. Experience in managing technical teams in a 24 7 enterprise environment. Strong knowledge of Incident Management and Escalation Management. Good understanding of Change Management processes. Strong knowledge of SLA monitoring and service delivery operations. Good understanding of VMware technologies and enterprise virtualization environments. Strong analytical, reporting, and problem-solving skills. Excellent communication and stakeholder management skills. Ability to work effectively in rotational shifts and high-pressure operational environments. Preferred Qualification Any Graduate in Information Technology, Computer Science, Engineering, or a related field. The following certifications are mandatory : VMware Certified Professional (VCP) ITIL or PMP Certification Experience working in enterprise IT infrastructure and BFSI environments will be an added advantage. Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.