Operations Support Manager - Morning Shift

Company Overview 

10Pearls is a global, purpose-driven  AI-Native digital engineering partner helping businesses re-imagine, ‎digitalize, and accelerate. As an end-to-end digital technology partner, 10Pearls helps businesses create future-proof, ‎transformative ‎digital products that leverage emerging technologies. ‎10Pearls' clients ‎include Global 2000 enterprises, high growth mid-size ‎businesses, and some of the most exciting ‎start-ups from industries like healthcare, fintech, ‎energy, education, ‎real estate, retail, and hi-tech. ‎Headquartered in the Washington DC metro area, 10Pearls has  product engineering and ‎software development centers in North America, Latin America, Europe, and South Asia. To learn more, visit  .    

Role 

10Pearls is seeking an Operations Support Manager to lead and manage critical incident processes in a 24x7 operational environment. In this role, you will oversee the end-to-end lifecycle of incidents, ensuring timely resolution, minimal business disruption, and adherence to ITIL standards. 

You will act as the primary point of contact during major incidents, drive cross-functional coordination, and ensure effective stakeholder communication while maintaining high service availability across complex, distributed technology environments. 

Responsibilities 

• Manage the complete lifecycle of incidents in a 24/7 shift environment, ensuring resolution within defined SLAs 
• Act as the primary point of contact for incidents during assigned shifts 
• Ensure accurate severity classification and prioritization of incidents 
• Coordinate with technical teams to drive timely incident resolution 
• Provide clear, timely communication to technology and business stakeholders during incidents 
• Monitor incident queues for proper categorization, documentation, and tracking 
• Collaborate with Command Center to proactively identify and mitigate issues 
• Facilitate coordination with Problem, Change Management, and other ITIL functions 
• Maintain high-quality documentation and ensure knowledge sharing across shifts 
• Ensure smooth shift handovers and continuity of incident management processes 
• Support continuous improvement initiatives and provide inputs to Problem Management 
• Ensure data accuracy and completeness for all incident records 

Requirements 

• 10+ years of experience in Service Management, with strong focus on Incident Management 
• Proven experience managing incidents in 24x7 operational environments (preferably in banking/financial services) 
• Strong understanding of ITIL processes (ITIL certification preferred) 
• Demonstrated experience in handling critical incidents in high-availability environments 
• Excellent problem-solving, coordination, and communication skills 
• Ability to perform under pressure and manage multiple critical incidents simultaneously 
• Experience working in large, complex, multi-functional technology environments 
• Strong stakeholder management and presentation skills (including senior leadership) 
• Understanding of infrastructure and application architecture fundamentals 
• Familiarity with global service environments across cloud, on-prem, and hybrid setups 
• Knowledge of financial industry standards and best practices is a plus 
• Experience with proactive incident management practices is desirable 
• Ability to multitask, manage competing priorities, and work independently 

Nice to Have 

• Exposure to global operations across multiple geographies 
• Experience in automation and service improvement initiatives 
• Familiarity with Agile, Scrum, and DevOps environments 
• Prior experience working with distributed teams and global stakeholders 
• Strong interpersonal skills with the ability to build relationships across business and technology teams