Senior Service Ops Manager II

Swiggy•Bengaluru, KA, India•On-site
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About the Role

Key Responsibilities1. IT Service OperationsOwn 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).2. Warehouse and POD Technology OperationsEnsure availability and performance of site technology: LAN/Wi-Fi, ISP links and SD-WAN, RF scanners, handheld terminals, label/thermal printers, weighing and sorting systems interfaces, billing/POS, CCTV, biometric/attendance, and access control.Support go-lives, expansions, and closures of warehouses and PODs: site surveys, IT bill of materials, rack and cabling standards, vendor mobilisation, and handover. Target repeatable, templatised site launches.Coordinate with Warehouse Operations, Supply Chain, and WMS/OMS/TMS application teams to resolve technology issues affecting inbound, putaway, picking, packing, and dispatch.Define site-level monitoring and proactive alerting for network and device health.3. IT Asset Management (ITAM)Own the end-to-end asset lifecycle: procurement coordination, tagging, deployment, tracking, refresh, repair, retirement, and secure disposal (e-waste compliant).Maintain an accurate CMDB/asset register for laptops, desktops, mobile and handheld devices, printers, network and surveillance equipment, and peripherals across all locations.Run periodic physical audits and reconciliations. Drive asset loss, damage, and shrinkage down.Manage spares pools, buffer stock, and repair/replacement turnaround at site and regional hubs.Support software and licence compliance along with Finance and Procurement for asset capitalisation and depreciation inputs.4. Vendor, SLA and Commercial ManagementManage MSPs, ISPs, field-service and hardware OEM/AMC vendors, with SLA scorecards, penalties, and quarterly business reviews.Contribute to the IT operations budget (Opex and Capex), track spend against plan, and drive cost optimisation and vendor consolidation.Lead sourcing evaluations, negotiations, and contract renewals together with Procurement.5. Governance, Risk and Compliance SupportEnsure site IT adheres to InfoSec policies: endpoint protection, patching, device encryption, access hygiene, network segmentation, and physical access to IT rooms.Support internal and external audits (ISO 27001 and others) with evidence for asset, change, and operations controls.Maintain SOPs, runbooks, and site IT checklists.6. Leadership and Stakeholder ManagementHire, coach, and develop service desk leads, regional IT managers, and site IT teams. Set goals and build succession.Report operational KPIs and service health to the Head of IT and business leadership. Translate technical issues into business and throughput impact.Build strong working relationships with Warehouse, Last-Mile, Supply Chain, Finance, HR, and InfoSec stakeholders. Good to HaveExperience launching and scaling multiple dark stores, fulfilment centres, or PODsExposure to automation in the warehouse (conveyors, sorters, AMRs) and IoT/edge devicesExperience with asset tracking technology (barcode/RFID), and with automation of ITSM and ITAM workflowsWorking knowledge of data protection requirements (DPDP Act) as they apply to site devices and CCTVKey CompetenciesOperational discipline and a strong sense of urgencyOwnership of outcomes, particularly during peak eventsVendor negotiation and commercial acumenStructured problem solving and root-cause thinkingAbility to lead dispersed teams and influence without direct authorityClear communication with business and senior leadershipKey Performance IndicatorsSite IT availability/uptime (network, critical devices) and incident MTTRSLA adherence for incidents and requests, and CSATRepeat incident rate and problem closure rateAsset register accuracy (target 98%+), audit variance, and loss/damage rateTime and quality of new warehouse/POD IT launchesOpex and Capex adherence, and vendor SLA complianceAudit observations closed on timeSuccess Measures (First 12 Months)Standardised site IT model and launch checklist deployed across all warehouses and PODsReliable, reconciled asset register with defined lifecycle and refresh policyMeasurable reduction in site downtime and repeat incidents during peak periodsVendor scorecards and SLA reviews running on a regular cadenceA stable, trained support team with documented runbooks and escalation paths Experience: 12-16 years in IT Service operations, with at least 4-5 years leading multi-location teams. Prior exposure to warehouse, logistics, retail, or e-commerce environments is strongly preferred.Education: Diploma/B.E./B.Tech/MCA or equivalent.Certifications: ITIL v4 (preferred). Others such as PMP, CCNA, or equivalent are an advantage.Technical and functional depth:End-user computing and field support at scale (endpoints, MDM/Intune, mobile device management)Network fundamentals for distributed sites (LAN/WAN, Wi-Fi design, SD-WAN, ISP management)ITSM and ITAM tooling (ServiceNow, Freshservice, Jira Service Management, or similar), CMDB and asset lifecycle practicesVendor and contract management, including SLA design and enforcementBasic understanding of WMS/OMS workflows and warehouse hardwareLeadership: Proven record of running high-availability operations, managing outsourced partners, and delivering during peak-load periods.Visit our tech blogs to learn more about some the challenges we deal with: https://medium.com/swiggy-bytesWe are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, disability status, or any other characteristic protected by the law.