Associate Manager Client Technology

· Job Description: Associate Manager – L1 Monitoring Operations
About the Role
We are looking for a dynamic and technically grounded Associate Manager to lead our L1 Monitoring Operations team. This is a dual-hat role that demands the right balance of people leadership and hands-on technical acumen. You will be responsible for managing a team of Monitoring Engineers who are at the frontline of our operations — monitoring alerts, triaging incidents, and taking proactive actions to prevent potential client impact across our infrastructure landscape.
If you are someone who thrives in a 24x7 environment, leads with empathy, thinks methodically about problems, and has a solid technical foundation in Windows infrastructure and IT Operations — we want to hear from you.
What You Will Do
🔹 Team Leadership & People Management
Directly lead, coach, and mentor a team of 10+ Monitoring Analysts, fostering a high-performance, motivated, and accountable culture.
Oversee new employee onboarding and drive career development planning and growth opportunities for team members.
Empower team members to take ownership of their responsibilities by delegating effectively and establishing clear expectations, accountability, and feedback loops.
Lead employees through a structured performance management and development process, including goal setting, regular feedback, and performance development planning.
Maintain transparent and open communication across the team through department meetings, one-on-ones, email, IM, and regular interpersonal touchpoints.
Identify, recruit, and develop internal and external talent to ensure the right mix of competencies within the team.
Recognize and reward high performers to sustain motivation and retain key talent.
Regularly communicate company news, organizational updates, and team progress against business goals.
🔹 Monitoring Operations Management
Manage day-to-day operations of the L1 monitoring team responsible for monitoring systems, infrastructure, Windows Servers, SQL databases, and networks hosted on Microsoft Azure.
Ensure the team effectively utilizes monitoring tools including AppDynamics, Logic Monitor, and Azure Monitor to detect, triage, and respond to alerts.
Oversee the management of incidents via ServiceNow (SNOW), ensuring timely logging, escalation, and resolution in adherence to defined SLAs.
Drive adherence to ITIL-aligned processes — Incident Management, Problem Management, and Change Management — across all team operations.
🔹 Problem Management
Champion a methodological problem-solving culture using structured frameworks such as 5 Whys, Root Cause Analysis (RCA) methodology.
Work towards solving problems "ONCE" by ensuring permanent fixes and driving a zero-repeat-incident mindset.
Partner with cross-functional teams and leaders to improve and expedite problem resolution across the environment.
Track and report on key Problem Management KPIs through weekly and monthly dashboards and reports.
🔹 Reporting & Governance
Deliver daily, weekly, and monthly operational reports and dashboards to stakeholders and leadership.
Balance demand management across multiple simultaneous complex projects, operational enhancements, break-fix requests, and maintenance activities.
Lead internal operational improvement projects and drive efficiencies within the team.
Ensure full team adherence to all team, account, and client policies and procedures.
What We Are Looking For
✅ People Management Competencies
Proven ability to lead a team of 10 or more individual contributors in a fast-paced, operations-driven environment.
Strong coaching and mentoring skills with a genuine interest in people development.
Ability to delegate effectively, drive accountability, and provide structured, constructive feedback.
Excellent interpersonal and communication skills — able to inspire, influence, and align teams toward shared goals.
Experience in recruiting and building well-rounded, competent teams.
✅ Technical Competencies
Strong understanding of Global Command Center / NOC / Monitoring Operations and associated ITSM KPIs.
3–5 years of hands-on experience in Windows Server Administration, IIS, Application Support & Troubleshooting, SQL blocking analysis, and Windows Cluster Management — must have held at least one technical role within the past 5 years.
Working knowledge of monitoring tools such as Azure Monitor, Logic Monitor, AppDynamics (AppD), SentryOne, or equivalent platforms.
Familiarity with cloud-hosted infrastructure, particularly Microsoft Azure.
Experience with ServiceNow (SNOW) for ITSM ticketing and workflow management.
Proficiency in Microsoft Office tools — Excel, PowerPoint, and Teams — for reporting, presentations, and collaboration.
Solid understanding and prior experience with ITIL processes — Incident, Problem, and Change Management.
Academic & Professional Qualifications
Bachelor's Degree in Computer Science, Information Technology, or a related field.
Any relevant IT Certifications (e.g., ITIL Foundation, Microsoft Certified: Azure Administrator, CompTIA Network+) are a plus.
Travel Requirements
Willingness and ability to travel regionally and/or internationally as required by business needs.
Working Arrangements
Must be willing and able to work in a 24×7×365 rotational shift environment.
Work is performed in a standard office environment with minimal exposure to health or safety hazards.