Senior Technical Service Manager – Infrastructure & Cloud (Managed Services)
About the role
Mitra is urgently seeking a Senior Technical Service Manager – Infrastructure & Cloud to lead the operational management of a major US enterprise customer's hybrid infrastructure. The role is responsible for day-to-day service delivery, technical governance, and operational stability across 200+ on-premises servers and AWS environments. The manager will ensure SLA compliance, incident management, and customer satisfaction, while facilitating the client's transition to AWS. This is not a migration delivery role, but rather one focused on operational service ownership before, during, and after migration. The position involves leading ITIL-based processes, mentoring technical teams, and driving continuous service improvement.
Must have
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline
- 10+ years of experience in Infrastructure Operations, Technical Service Management, or Managed Services
- Proven experience managing and supporting enterprise on-premises infrastructure, including Windows/Linux servers, VMware, Active Directory, networking, storage, backup, and disaster recovery
- Hands-on experience managing AWS infrastructure and cloud operations, with a solid understanding of core AWS services such as EC2, VPC, IAM, CloudWatch, Systems Manager, and AWS Backup
- Experience supporting hybrid infrastructure environments, with responsibility for both on-premises and cloud platforms
- Exposure to infrastructure modernization or cloud migration programmes, with the ability to ensure operational readiness and seamless transition into managed services
- Strong understanding of ITIL Service Management processes, including Incident, Problem, Change, and Major Incident Management
- Experience using enterprise ITSM and monitoring platforms such as ServiceNow, Jira Service Management, Datadog, SolarWinds, Splunk, or similar tools
- Excellent client-facing communication, stakeholder management, and technical leadership skills
- Proven ability to lead infrastructure support teams and coordinate cross-functional technical resources
Nice to have
- AWS Certified Solutions Architect – Associate or AWS SysOps Administrator – Associate (highly desirable)
- AWS Certified Solutions Architect – Professional (an added advantage)
- ITIL v4 Foundation or higher
- Microsoft Azure Administrator, Windows Server Hybrid Administrator, VMware VCP, or PMP certifications will be considered an advantage
Technologies
- Active Directory
- AWS
- Azure
- CloudWatch
- Datadog
- EC2
- IAM
- ITIL
- Jira
- Linux
- Pmp
- ServiceNow
- SolarWinds
- Splunk
- VMware
- VPC
- Windows
- Windows Server
Highlights
Immediate joiners or those with a notice period of 0–15 days are strictly prioritized due to the urgent nature of the requirement. Preferred certifications include AWS and ITIL, with additional certifications in Azure, VMware, or PMP considered advantageous.
Jobs across Sri Lanka, watched for you.Colombo, Sri Lanka