DevOps Shift Manager

What You'll Do:

• Lead 24/7 DevOps operations during assigned shifts within a Managed Services framework
• Act as the primary escalation point for P1/P2 incidents and drive end-to-end resolution
• Ensure adherence to SLAs, OLAs, and contractual KPIs across production environments
• Govern production releases, deployments, and emergency changes during shift hours
• Ensure compliance with ITIL-based Incident, Change, and Problem Management processes
• Coordinate with infrastructure, cloud, database, application, and security teams for issue resolution
• Monitor CI/CD pipeline health and ensure successful release execution
• Oversee system monitoring, alert management, and automation workflows
• Drive root cause analysis (RCA) and implement preventive action tracking
• Provide structured shift handovers and daily operational reports
• Communicate real-time updates to client stakeholders during high-severity incidents
• Mentor shift engineers and enforce adherence to SOPs, runbooks, and escalation matrices
• Identify automation, cost optimisation, and continuous improvement opportunities.

• Must have 10+ years of experience in DevOps, Production Support, or SRE within Managed Services environments
• Strong hands-on experience in cloud platforms (GCP or AWS)
• Experience working in SLA-driven, client-facing production environments
• Strong knowledge of ITIL processes (Incident, Change, Problem Management)
• Experience managing major incidents and minimising MTTR
• Hands-on experience with CI/CD tools such as Jenkins, GitLab CI, and Azure DevOps
• Experience with containerization and orchestration (Docker, Kubernetes)
• Proficiency with monitoring and observability tools such as Splunk, Datadog, Dynatrace, AppDynamics, and Grafana
• Exposure to Infrastructure as Code and automation tools such as Terraform and Ansible
• Strong understanding of Linux systems, networking, and cloud security fundamentals
• Willingness to work in rotational shifts.

• BE / BTech / MTech

• ITIL Foundation or Intermediate Certification
• Cloud Certifications (GCP or AWS)
• Experience in multi-cloud production environments
• Exposure to reliability engineering practices and operational governance frameworks

• Shift-based operational leadership in Managed Services environments
• Major Incident Management (P1/P2) and RCA ownership
• SLA governance and client communication
• CI/CD pipeline monitoring and release governance
• Kubernetes and container platform management
• Monitoring, alerting, and observability implementation
• Infrastructure automation using Terraform / Ansible
• Strong knowledge of ITIL processes and operational compliance

• In addition to competitive salaries and benefits packages, Nisum India offers its employees some unique and fun extras:
• Continuous Learning - Year-round training sessions are offered as part of skill enhancement certifications sponsored by the company on an as-needed basis. We support our team to excel in their field.
• Parental Medical Insurance - Nisum believes our team is the heart of our business, and we want to make sure to take care of the heart of theirs. We offer opt-in parental medical insurance in addition to our medical benefits.
• Activities -From the Nisum Premier League's cricket tournaments to hosting a Hack-a-thon, Nisum employees can participate in a variety of team-building activities, such as skits, dance performances, and festival celebrations.
• Free Meals - Free snacks and dinner are provided daily, in addition to subsidised lunch.