Manager - IT Office Operations

Etraveli Group is a leading global flight technology provider, specializing in flight sales and offering flight content delivery and fintech products. We are here to solve complexity, by connecting millions of flights and travelers across the globe, from search and selection to trip and beyond.

We partner with major global platforms such as Booking.com, Google Flights, Skyscanner, and Kayak, providing seamless flight booking and related services. Our B2B portfolio includes Precision, our specialist in travel fintech; Tripstack, our B2B Flights as a Service Provider and world leader in virtual interlining, serving as the gateway to Etraveli Group’s flight content and fulfillment services; Wenrix, the AI Infrastructure for profitable growth in air; and Flygresor.se, Sweden’s leading flight comparison site. We also operate our own online travel agency brands including Gotogate, Mytrip, and Flightnetwork.

Every day we strive to make the world smaller for our customers and bigger for our people. Our diverse team of more than 3200 passionate professionals is what makes us the industry’s tech wonder and the best in the world at what we do.

Major offices in Sweden (HQ), Greece, India, Canada, Israel, Poland, UK, and Uruguay.

The Role

We're excited to be expanding our leadership team in India and are looking for an IT Manager to oversee our IT Office Operations across our Pune and Mumbai offices.

Reporting directly to the Senior Manager IT Office Operations (based in Gothenburg), you will lead and empower a dynamic team of 14 IT Engineers who are responsible for our global service desk, client security, user access management, and 24/7 on-call support for Etraveli Group. The global ITOO team extends with an additional 12 IT Engineers in Sweden and Greece collaborating together on operations and continuous improvement.

As a people-centric leader, you will balance line management with tactical execution, ensuring high service quality, operational efficiency, and a supportive team environment.

Job Responsibility

• Line management for a team of 14 IT Engineers, handling yearly performance reviews cycle, driving personal development, and managing scheduling/rotas for global support and on-call coverage.
• Manage, prioritize, and monitor team workload and IT ticketing progress (Jira and JSM) to ensure timely resolution and high service standards across the global service desk.
• Serve as a key escalation path for complex IT issues, major incidents, and operational bottlenecks.
• Lead incident management, coordinating rapid response and mitigation when critical systems or operations are impacted.
• Oversee key functional domains within the team, including Client Security, User Access Management, and equipment lifecycle management.
• Manage local vendor relationships, service contracts, and IT asset procurement for the Pune and Mumbai offices.
• Continuously improve ways of working, operational routines, and technical documentation across global and local IT operations.
• Participate actively in global IT Office Operations meetings, different SME team meetings, and align local execution with global strategy.
• Ensure local office infrastructure (computers Win11, printers, meeting room AV/conferencing gear, mobile devices) is fully supported and operational.
• Coordination with the network and server infrastructure team for business continuity and uptime.
• Coordinate with the local operations team for the feedback, local/global deliveries and service improvements.
  
  

Job Requirement

• 8-14 years of overall experience in IT Office Operations.
• Global experience preferred
• 3+ years of proven experience in line management/leadership roles within IT (mandatory).
• Broad background in IT, ideally with significant experience in IT support or service desk management.
• Demonstrated experience tracking IT support metrics, managing ticketing workflows, and monitoring team progress.
• Strong business acumen to understand business impact and appropriately prioritize major incidents and problems.
• Solid conceptual understanding of IT server and network infrastructure principles (valuable).
• Fluent written and spoken English with excellent communication skills.
  
  

Thorough On Boarding Process

We are building a stellar onboarding adventure just for you, spanning your first 120 days, including access to learning resources, Q&A sessions with our CEO and a buddy program.

Competitive Benefits

We pay fairly and align compensation with your role's impact on the company. Referral bonus, pension and insurances are also applicable, with some variations across our locations.

Wellbeing & Community

In order to be the best version of you every day, you need an environment that provides for your wellbeing. From breakfast & good coffee to start your day to healthcare, employee assistance plans and team bonding events we've got you covered!

Opportunities for Development

You will find extensive learning opportunities, team training and workshops connected to your role as well as guidance from renown leaders, all provided in a fast pace environment with flat hierarchies.

Hybrid Work

We want you to enjoy the best of all worlds and we know that doesn't always mean working at the office. We have a hybrid policy, including working from anywhere 2 weeks every year.

Diversity disclaimer

At Etraveli Group we value diversity; we pride ourselves on being a company represented by people of all different backgrounds. During hiring, we are committed to ensure equality and promote diversity in the workplace at every selection stage. As such, we provide the same opportunities for all candidates regardless of race, religion or belief, gender, nationality, ethnicity, sexual orientation, age, marital status, disability, or any other characteristic protected under any anti-discrimination law or regulation.

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