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 env...