IT Manager

Job Description

About Protera

Welcome to Protera Technologies, where we’re reimagining how SAP-centric organizations work in the cloud. Since 1998, we’ve been pioneers in bringing SAP and related applications to the cloud—think Microsoft Azure and AWS. Our global crew, spanning the US with offices in Chicago (HQ), Athens, Greece, and Mumbai, India, is on a mission to make IT smoother, faster, and more fun for our clients.

But here’s the thing: we’re not your typical “serious tech company.” While we’re obsessed with delivering top-notch IT solutions, we’re all about keeping it real, approachable, and enjoyable. We work hard, but we also play hard—whether we’re collaborating on cloud optimizations, enhancing security, or just hanging out as a team.

At Protera, we believe in empowering SAP-centric organizations with the best tools and tech to drive growth, and we love what we do. Our values? Simple: stay curious, stay authentic, and make meaningful connections. We celebrate wins big and small, whether it's a successful project or a fun team event.

If you’re looking for a place where tech and fun collide, come join us and see what makes Protera a great place to work.

What You’ll Do

The offshore IT Operations Manager is responsible for leading and overseeing day‑to‑day IT operations during the offshore shift to ensure the continuous stability, performance, and availability of critical systems and services across all our cloud environments. This role manages an offshore operations team, monitors infrastructure health, coordinates incident response, and ensures adherence to operational standards and SLAs.

Job Elements

Operational Leadership

• Lead and manage the offshore IT operations team, providing coaching, performance management, scheduling, and escalation support.
• Oversee proactive monitoring of infrastructure, applications, networks, and cloud services to ensure uninterrupted operations.
• Own enforcement of operational standards, SLAs, and change controls during the offshore shift, with authority to intervene when risk is identified.

Incident & Problem Management

• Serve as the overnight incident owner with authority to declare severity, drive resolution, and make time-critical decisions to protect customer- and dealer-facing services
• Ensure clear incident ownership, escalation, and documented outcomes, including vendor actions and accountability.
• Communicate critical incidents immediately to appropriate stakeholders.

Daily Handoff to U.S. Team

• Prepare and deliver a structured, detailed shift handoff report each morning.
• Highlight overnight incidents, service degradations, maintenance work, and open tickets requiring U.S.-team action.
• Provide clear status updates on in-progress tasks, risks, and upcoming items.

Operational Excellence & Process Improvement

• Identify opportunities for automation, efficiency gains, and improved monitoring.
• Implement and enforce best practices around service operations and ITIL frameworks.
• Collaborate with U.S. operations leadership on continuous improvement initiatives and roadmap planning.

Cross-Functional Collaboration

• Act as the primary overnight point of command for teams enforcing SLAs and driving escalations through resolution.
• Own oversight of overnight production changes, releases, and maintenance activities, ensuring readiness, validation, rollback capability, and post-change monitoring.
• Support compliance, audit, and documentation requirements.
• Maintain safety, security, and privacy standards throughout all areas of responsibility.

Knowledge

• Strong understanding of infrastructure operations, networking, cloud platforms, and enterprise monitoring tools.
• Proven experience with incident management, escalation handling, and working in 24×7 follow-the-sun operations.
• Excellent communication skills, especially in producing clear and actionable shift-handoff reports.
• Experience working with global or distributed teams.
• Solid understanding of ITIL practices.

Requirements

Skills

• Experience supporting hybrid on-prem and cloud environments (AWS).
• Background in automation or scripting (PowerShell, Python, or equivalent).
• Experience with enterprise ticketing and monitoring tools (ServiceNow, Jira, SolarWinds, LogicMon, NewRelic, Grafana, Prometheus, etc.).
• Proficient in Microsoft Office products, including but not limited to: Word, PowerPoint, Excel, Outlook, and Visio

Abilities

• Disciplined, detail-oriented, and well organized with a strong background in operational methodology.
• Solid analytical and troubleshooting skills to quickly determine root causes of problems and drive towards solutions.
• Ability to foster a collaborative and collegial atmosphere within a dynamic and fast-paced work environment.
• Excellent verbal and written communication skills.
• Ability to think critically.
• Ability to problem solve.
• Ability to manage time and multiple priorities.

Other Essential Requirements

• Bachelor's degree in Computer Science, Information Systems, or other related field, or equivalent work experience.
• 7+ years of IT operations experience, with at least 2–3 years in a supervisory or management role.

Why Join Protera?

• Work with global enterprise clients
• Learn fast with mentorship, certifications, and career growth
• Make a real impact in a company where ideas are welcome
• Flexible work setup (remote/hybrid)
• People-first culture with a global mindset

Ready to Make the Move?

We’d love to meet you.

Click “Apply Now” and tell us why you’re the one.

Not sure yet? Check us out at www.protera.com or connect with our team on LinkedIn.

Protera is proud to be an equal opportunity employer.
We celebrate diversity and are committed to creating an inclusive environment for all employees.

Benefits

• Work from Home set up
• Comprehensive medical benefits
• Gratuity, PF, EPS and Bonus
• Shift Allowances
• Health and wellness Allowances
• Learning and Development Allowances