Technology Manager - Infrastructure Operations

Job description

TJX Companies At TJX Companies, every day brings new opportunities for growth, exploration, and achievement. You’ll be part of our vibrant team that embraces diversity, fosters collaboration, and prioritizes your development. Whether you’re working in our four global Home Offices, Distribution Centers or Retail Stores—TJ Maxx, Marshalls, Homegoods, Homesense, Sierra, Winners, and TK Maxx, you’ll find abundant opportunities to learn, thrive, and make an impact. Come join our TJX family—a Fortune 100 company and the world’s leading off-price retailer. Job Description: Role: Technology Manager - Infrastructure Operations LOCATION Hyderabad, India FUNCTION Enterprise Technology & Operations (ETO) ORGANIZATION Service Delivery Management JOB LEVEL Manager Overview The Service Delivery Management organization is seeking a Technology Manager to lead operational support and governance across critical infrastructure platforms. This role is responsible for ensuring the stability, reliability, security, and operational excellence of enterprise technology services including operating systems, databases, storage, middleware, virtualization, identity and access management, and data protection platforms delivered through internal teams and strategic service partners. The Technology Manager will partner closely with Engineering, Cybersecurity, Architecture, Audit, and Business stakeholders to deliver resilient technology services that support TJX's global business operations while maintaining compliance with enterprise standards and regulatory requirements. Role Purpose The Technology Manager provides operational leadership and governance for Infrastructure Operations services, ensuring the delivery of reliable, secure, and scalable technology solutions that support TJX business objectives. This role is accountable for service delivery performance, vendor management, operational stability, risk mitigation, audit readiness, incident management, and continuous improvement across assigned technology domains. The successful candidate will foster strong partnerships across technology teams and business stakeholders, drive accountability through service excellence, and enable the successful transition of engineering solutions into sustainable production operations. This leader will champion operational discipline, customer focus, innovation, and continuous learning while building a culture aligned with TJX values and leadership expectations. Key Responsibilities Service Delivery & Operational Leadership Lead day-to-day operational support activities across assigned infrastructure platforms and services. Ensure service delivery meets established Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and customer expectations. Serve as the primary escalation point for operational issues impacting business services. Monitor operational health, identify service risks, and drive proactive remediation efforts. Establish performance metrics and operational reviews to ensure service effectiveness and continual improvement. Drive a culture of accountability, operational excellence, and customer-centric service delivery. Vendor & Partner Management Manage strategic relationships with managed service providers and third-party support partners. Ensure vendors consistently meet contractual commitments, service levels, and operational expectations. Conduct regular service reviews, performance evaluations, and improvement planning activities. Collaborate with vendor partners to address service gaps, optimize support processes, and improve customer experience. Escalate and manage critical service issues through appropriate governance channels. Operational Stability & Incident Management Lead operational governance for infrastructure services to maintain platform availability, reliability, and performance. Oversee Major Incident Management activities and ensure timely restoration of services. Drive root cause analysis and corrective action planning for recurring operational issues. Review and approve operational changes to ensure risk is understood and mitigated. Partner with Engineering teams to improve platform resilience, automation, observability, and operational maturity. Promote best practices for problem management, change management, and service reliability engineering. Governance, Risk & Compliance Champion ITIL-based service management practices across the service lifecycle. Ensure operational compliance with enterprise policies, standards, and regulatory requirements. Support SOX, PCI, FTC, and internal audit activities through effective controls and documentation. Oversee user access governance processes, ensuring appropriate authorization and periodic access reviews. Maintain audit readiness through accurate operational records, documented procedures, and evidence management. Identify operational risks and implement mitigation strategies to protect TJX assets and services. Engineering to Operations Enablement Partner with Engineering teams to successfully transition new solutions into production support. Ensure support models, runbooks, monitoring, knowledge transfer, and operational readiness requirements are established before go-live. Drive operational acceptance criteria and supportability standards for new technologies. Identify opportunities to improve automation, operational efficiency, and service reliability. Support continuous modernization of infrastructure operations capabilities. People Leadership Lead, coach, mentor, and develop a team of technology professionals. Foster an inclusive and collaborative work environment focused on engagement and continuous development. Establish clear goals, performance expectations, and development plans aligned with TJX leadership principles. Promote a culture of integrity, accountability, customer focus, and continuous improvement. Build strong relationships across global teams and influence outcomes through collaboration and partnership. Required Qualifications Bachelor's degree in Computer Science, Information Systems, Engineering, or equivalent professional experience. 12+ years of experience supporting or managing enterprise-scale infrastructure environments. 3+ years of leadership experience managing teams, technical leads, service owners, or operational functions. Strong knowledge of one or more infrastructure domains including Windows Server, Linux/Unix, databases, storage, virtualization, middleware, identity and access management, or cloud infrastructure. Experience leading operational support within large, complex enterprise environments. Demonstrated experience managing vendors and outsourced service providers. Strong understanding of ITIL service management principles and operational governance. Experience managing major incidents, problem management, and change management processes. Excellent communication, stakeholder management, and influencing skills. Strong analytical, decision-making, and problem-solving capabilities. Preferred Qualifications Experience supporting retail, e-commerce, supply chain, or large-scale global enterprise environments. Experience working with managed service providers and offshore delivery models. Experience supporting SOX, PCI, FTC, cybersecurity, and audit compliance programs. Knowledge of Active Directory, Centrify, CyberArk, Entra ID, or related identity management technologies. Experience with cloud platforms such as Azure, AWS, or Google Cloud. Exposure to Site Reliability Engineering (SRE), observability, automation, and infrastructure-as-code practices. ITIL Foundation or advanced ITIL certification. Experience leading global teams across multiple geographies and time zones. Leadership Competencies Builds Strong Relationships Drives Results Through Others Leads with Integrity and Humility Influences Without Authority Champions Customer Focus Develops Talent and Teams Navigates Ambiguity and Change Encourages Innovation and Continuous Improvement Promotes Inclusion and Collaboration Demonstrates Enterprise Thinking Success Measures Service availability and operational stability SLA and customer satisfaction performance Vendor performance and accountability Audit and compliance outcomes Reduction of recurring incidents and operational risks Successful transition of engineering solutions into operations Team engagement, development, and retention Continuous improvement and automation outcomes In addition to our open door policy and supportive work environment, we also strive to provide a competitive salary and benefits package. TJX considers all applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity and expression, marital or military status, or based on any individual's status in any group or class protected by applicable federal, state, or local law. TJX also provides reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law. Address: Salarpuria Sattva Knowledge City, Inorbit Road Location: APAC Home Office Hyderabad IN