Manager - Infrastructure & Corporate Systems

Title : Manager - Infrastructure & Corporate SystemsLocation : Vadodara (Work from office)Shift : US/Night ShiftRole OverviewWe are hiring a Manager - Infrastructure & Corporate Systems to lead both corporate infrastructure operations and corporate system support from the Vadodara delivery center. This combined role owns end-to-end accountability for the System Administrator and Operations Engineer teams, covering Microsoft 365 / identity & end-user support, VMware compute, GCP platform operations (Kubernetes, Kafka, Terraform/GitHub), service delivery quality, and US-shift operational readiness.Leadership ScopeManage, coach, and develop the System Administrator team (O365 Global Admin, VMware compute, L2/L3 end-user support).Manage, coach, and develop the Operations Engineer team (VMware L3, GCP, Kubernetes/GKE, Kafka, Terraform + GitHub).Set priorities, shift coverage, escalation paths, and on-call/handover discipline for US Shift only operations.Own hiring support, performance management, skill-gap planning, and succession for both teams.Act as primary escalation point for major incidents spanning infrastructure and system support.Key ResponsibilitiesCorporate Infrastructure ManagementOwn strategy and day-to-day reliability of corporate infrastructure: VMware compute, servers, related storage/network touchpoints, and GCP landing zones / platform services.Drive capacity planning, patching calendars, lifecycle upgrades, and technical debt reduction.Ensure production readiness for GCP, Kubernetes/GKE, Kafka, and Terraform/GitHub delivery practices through the Operations Engineer team.Establish infrastructure standards, runbooks, architecture documentation, and change governance.Partner with security, network, and application teams on DR/BCP, backup validation, and resilience.Manage vendors/AMCs, infrastructure procurement inputs, and cost/FinOps awareness for cloud and on-prem assets.Corporate System Support ManagementOwn corporate system support quality for Microsoft 365 / Entra ID, endpoint/collaboration services, and L2/L3 end-user experience.Ensure System Administrator team delivers Global Admin hygiene, JML processes, privileged access control, and SLA-compliant ticket handling.Define support operating model: queues, escalation matrix, KB quality, major-incident communication, and customer satisfaction metrics.Drive continuous improvement to reduce repeat tickets, improve first-time resolution at L2, and strengthen L3 ownership.Align support processes with ITIL-aligned incident, problem, and change management.People, Process & GovernanceBuild weekly/monthly operational reviews covering SLA/OLA, incident trends, backlog health, change success, and platform risk.Enforce least-privilege access, audit readiness, and compliance with corporate security policies.Lead RCA quality for Sev-1/Sev-2 incidents and ensure permanent fixes are tracked to closure.Coordinate US-shift coverage, leave planning, and knowledge continuity so operations remain uninterrupted.Present clear status, risks, and asks to leadership stakeholders.Required Skills & Experience8-10 years overall experience in IT infrastructure and/or enterprise system support, with at least 3-4 years in a team lead / manager capacity.Proven experience managing or strongly leading both System Administration / end-user & M365 support, and Infrastructure / cloud operations (VMware and preferably GCP).Working knowledge across Microsoft 365 / Entra ID / Windows Server / AD.Working knowledge of VMware vSphere (compute operations and L3 escalation handling).Working knowledge of GCP foundations, Kubernetes, IaC (Terraform), and source control (GitHub).Experience with ticketing/ITSM tools and SLA-driven support delivery.Strong people-management skills: coaching, performance feedback, workload balancing, and conflict resolution.Experience running US-shift operations and major-incident command.Excellent English communication for stakeholder updates, RCAs, and cross-geography collaboration.Ability to translate technical issues into business impact and actionable plans.Preferred / Nice to HaveITIL Foundation (or higher) certification.Cloud certifications (GCP Associate/Professional, Azure Administrator) and/or VMware / Microsoft certifications.Experience in captive centers / GCC / offshore delivery supporting US customers.Exposure to Kafka/event platforms, observability stacks (Prometheus/Grafana/Cloud Monitoring), and FinOps practices.Prior ownership of budget inputs, vendor management, and audit/compliance cycles.Experience building career paths for SysAdmin and Ops/Cloud engineers.EducationBachelor's degree in Computer Science, IT, Engineering, or equivalent practical experience.Soft SkillsAccountable ownership mindset across infrastructure + support domains.Calm under pressure during US-business-hours incidents.Clear prioritization and decision-making with incomplete information.Collaborative leadership with strong documentation and follow-through.