It Operations Manager

Role & responsibilities

• Manage and oversee day-to-day IT operations, infrastructure, systems, networks, and end-user support.
• Ensure high availability, reliability, performance, and security of IT systems and services.
• Lead and manage IT operations, service desk, infrastructure, and technical support teams.
• Establish and monitor SLAs, KPIs, service quality, and operational performance.
• Manage IT incidents, service requests, problems, changes, and escalations in line with ITIL best practices.
• Oversee servers, networks, cloud environments, endpoints, applications, backups, and IT assets.
• Implement and maintain IT security, access controls, backup, disaster recovery, and business continuity processes.
• Monitor infrastructure performance and proactively identify and resolve operational issues.
• Manage IT vendors, service providers, contracts, procurement, and third-party relationships.
• Plan and manage IT budgets, infrastructure costs, licenses, and technology resources.
• Drive automation, process improvements, standardization, and operational efficiency.
• Coordinate IT infrastructure upgrades, migrations, deployments, and technology projects.
• Develop and maintain IT policies, procedures, documentation, and operational standards.
• Conduct regular risk assessments and ensure compliance with organizational and regulatory requirements.
• Collaborate with business, cybersecurity, engineering, HR, finance, and senior management teams.
• Mentor team members and build a high-performing, customer-focused IT operations function.

Preferred candidate profile

• 5 to 10 years of experience in IT operations, infrastructure, IT service management, systems administration, or a related technology function.
• Bachelor's degree in Computer Science, Information Technology, Computer Engineering, or a related technical field.
• Proven experience managing IT infrastructure, service delivery, technical support, and IT operations teams.
• Strong knowledge of Windows/Linux servers, networking, cloud platforms, virtualization, endpoint management, and enterprise IT systems.
• Hands-on experience with AWS, Microsoft Azure, Microsoft 365, Active Directory, VMware, backup solutions, and monitoring tools.
• Strong understanding of ITIL processes, incident management, problem management, change management, and SLA management.
• Experience with ITSM platforms such as ServiceNow, Jira Service Management, or similar tools.
• Knowledge of cybersecurity, access management, disaster recovery, business continuity, and IT governance.
• Experience managing IT vendors, contracts, budgets, procurement, and third-party service providers.
• Strong troubleshooting, analytical, decision-making, and problem-solving abilities.
• Excellent team leadership, stakeholder management, communication, and interpersonal skills.
• Ability to manage multiple priorities and deliver reliable IT services in a fast-paced business environment.
• Relevant certifications such as ITIL, PMP/PRINCE2, AWS, Azure, CCNA/CCNP, VMware, or Microsoft certifications are desirable.