Position Overview: The Senior Manager – IT Operations is responsible for ensuring the stability, security, compliance, and efficiency of the IT infrastructure and technology operations. The role oversees IT Infra for lending platforms, digital channels, branch/field connectivity, cloud/on-prem infrastructure, IT support, and mission-critical applications. They ensure operational continuity, high availability, regulatory compliance (RBI), and secure technology operations across all branches, field teams, and digital channels Key Responsibilities: 1. IT Operations & Infrastructure Management - Ensure 99.9% uptime for critical IT Infra and enterprise systems. - Manage end-to-end IT infrastructure: data centers, DR site, cloud, networks, servers, end-user computing, and branch IT environment. - Monitor system performance, capacity planning, backup execution, patch management, and DR drills. - Ensure redundancy and resilience for all customer-facing and internal applications. 2. Service Delivery, IT Support & Performance Monitoring - Lead IT service desk operations for branches, regional offices, and central functions. - Define SLAs and ensure timely resolution of incidents, requests, and outages. - Implement ITSM processes (incident, change, problem management) aligned to ITIL best practices. - Improve customer/employee experience through automation, self-service portals, and proactive monitoring. 3. Regulatory Compliance, Governance & Security - Ensure adherence to RBI guidelines for NBFCs, including: - Cyber Security Framework - IT Governance and Risk Management - Outsourcing of IT Services - Data Localization Norms - Business Continuity Planning (BCP) - Maintain audit readiness for internal, statutory, RBI, and ISO audits. - Ensure access control, logging, monitoring, and governance for sensitive financial data (PAN, Aadhaar, KYC documents). - Coordinate with the Information Security team for VAPT, configuration hardening, and security incident management. - Maintain updated SOPs, configuration baselines, system documentation, and risk registers. 4. Vendor & Partner Management - Manage IT vendors including cloud vendors, network providers, and cybersecurity partners. - Negotiate contracts, monitor SLA compliance, and ensure cost-effective service delivery. - Regularly evaluate fintech solution providers and third-party integrations used in lending, KYC, payments, and analytics. 5. Team Leadership - Lead and mentor teams of system administrators, network engineers, cloud engineers, support executives, and branch IT coordinators. - Build capabilities around cloud operations, automation, and financial application support. - Foster a culture of integrity, operational discipline, and continuous improvement. 6. Budgeting, Cost Management & Optimization - Prepare and manage budgets for IT operations, infrastructure upgrades, licenses, and cloud usage. - Optimize cost of infrastructure, AMC, and cloud footprint while ensuring performance and security. - Evaluate opportunities for digitization and automation to reduce operational overhead. 7. Projects & Transformation Initiatives - Lead infrastructure modernization initiatives such as: - Cloud migration (Azure/AWS) - Branch IT standardization - SD-WAN rollouts - Endpoint security modernization - Data center upgrades - Work closely with Product, Lending, Operations, and InfoSec teams to support new fintech integrations, digital lending platforms, and mobility solutions. - Ensure timely delivery of regulatory-driven IT changes. Education - Bachelor's or Master’s degree in IT, Computer Science, Engineering, or related fields. Experience - 10–15+ years of experience in IT infrastructure, operations, or service delivery. - Minimum 3–5 years in a senior managerial role, preferably in NBFC, banking, fintech, or financial services
Job Title
Senior Manager – It Operations