Senior Operations Manager

Required Experience, minimum: 8 years

Required Experience, maximum: 12 years

• Skills: ITSM Application, AWS

• Minimum Qualification: B.Tech/B.E

• *Role**Senior Operations Manager – IVS\-R Hybrid Platform (On\-Premises \& AWS Cloud)

• *Visit our website** **bmwtechworks.in** **to know more.**

• *Location**Chennai

• *Experience:**8\+ years

• *What awaits you/ Job Profile*** Own end\-to\-end operational excellence for the IVS\-R platform across both on\-premises and AWS cloud environments.
• Act as the primary operational coordination point between Development, Operations, Architecture, Product Owners, Business Stakeholders, Markets, Infrastructure Providers, and Support Teams.
• Understand the end\-to\-end IVS\-R business process and assess operational impacts across markets, ordering processes, interfaces, and downstream consumers.
• Ensure stable operation of one of BMW's most business\-critical ordering platforms while supporting the ongoing cloud transformation strategy.
• Drive short\-term operational stabilization initiatives and long\-term operational improvement programs.
• Coordinate incident, problem, change, release, and escalation processes across all involved parties.
• Facilitate communication during major incidents and ensure transparent stakeholder communication up to management level.
• Analyze operational risks, identify service gaps, and proactively initiate mitigation activities.
• Act as the operational counterpart for feature teams, ensuring operational requirements are integrated into development and cloudification activities.
• Coordinate go\-live readiness, rollback preparedness, hypercare phases, and transition activities during the IVS\-R cloudification journey.
• Ensure observability, monitoring, alerting, operational documentation, support models, and runbooks remain aligned across on\-premises and cloud environments.
• Monitor operational KPIs, SLAs, incident patterns, recurring defects, and service trends to identify optimization opportunities.
• Facilitate cross\-functional workshops and align stakeholders with conflicting priorities.
• Support strategic planning regarding operational readiness, capacity planning, support concepts, and future operating models.
• Drive knowledge transfer between Munich, Hub teams, development teams, operations teams, and external partners.
• Fulfil the role as Operations Lead, Stakeholder Manager, Incident Coordinator, Service Owner Representative, communication hub, and outward\-facing link for IVS\-R.

• *What should you bring along****Operations \& Leadership**

• 8\+ years of experience in IT operations, service management, or operational leadership.
• Strong ability to understand interactions between business processes, system landscapes, stakeholders, and operational impacts.
• Experience leading complex discussions involving business, technical, and management stakeholders.
• Excellent moderation, communication, negotiation, and escalation\-management capabilities.
• Ability to translate technical issues into business\-relevant impacts and vice versa.
• Strong ownership mentality for operational stability and customer satisfaction.
• Experience working in highly distributed international organizations.

• *Technical Background**

• Strong understanding of enterprise Java applications and large\-scale system landscapes.
• Good understanding of AWS cloud services and containerized environments.
• Familiarity with Kubernetes, Docker, monitoring, observability, CI/CD, and DevOps principles.
• Understanding of hybrid environments combining legacy on\-premises components with cloud\-native services.
• Experience with incident management, problem management, change management, and operational governance.
• Knowledge of monitoring and observability platforms such as Grafana, Prometheus, ELK/OpenSearch, CloudWatch, and related tooling.

• *Must have technical skill*** ITSM: Incident, Problem, Change, and Major Incident Management
• Service Operations and Operational Governance
• Stakeholder Management
• Escalation Management
• Cross\-functional Communication
• Risk and Dependency Management
• Operational Readiness
• Release and Go\-Live Coordination
• AWS Cloud Fundamentals
• Hybrid On\-Premises and Cloud Operations
• Monitoring and Observability
• DevOps and Agile Collaboration
• Capacity Planning
• KPI and SLA Management
• Root Cause Analysis
• Business Process Understanding

• *Good to have technical skills*** IVS\-R product knowledge.
• Vehicle order lifecycle understanding.
• Experience with large\-scale ordering systems.
• Experience supporting cloud migration programs.
• Automotive retail or sales systems experience.
• Knowledge of PIC processes.
• Experience working with globally distributed delivery hubs.
• AWS certification, ITIL certification, or Service Management accreditation.