Senior Service Ops Manager II

Own IT service desk and field support (L1/L2/L3) across warehouses and PODs, with defined SLAs for incidents, requests, and changes.

Run ITSM processes (incident, problem, change, request) using a standard ITSM tool. Drive root-cause analysis for repeat failures.

Build a 24x7 or shift-based support model aligned to warehouse operating hours and peak-season demand by partnering with central IT Helpdesk.

Own business continuity and DR readiness for site IT, including peak-event planning (festive sales, promotions, high-volume days).

Operational discipline and a strong sense of urgency.

Ownership of outcomes, particularly during peak events.

Vendor negotiation and commercial acumen.

Structured problem solving and root-cause thinking.