We are seeking a highly skilled and experienced IT Operations Manager to join our dynamic organization. As the IT Operations Manager, responsible for the day-to-day management of the organization's IT infrastructure and operations, ensuring systems are running efficiently, securely, and in alignment with business objectives. This role oversees the IT team, manages IT resources, develops operational policies, and ensures the stability and performance of all IT services. The IT Operations Manager plays a key role in incident management, service delivery, and continuous improvement of IT processes and technologies.
Responsibilities:
1- IT Infrastructure Management:
- Oversee the maintenance, operation, and optimization of IT infrastructure including servers, networks, storage, and data centers.
- Ensure the availability, reliability, and scalability of IT systems and services to meet business needs.
- Manage relationships with external vendors and service providers for IT infrastructure services and solutions.
2- Team Leadership and Development:
- Lead and manage the IT operations team, including system administrators, network engineers, and support staff.
- Provide coaching, mentoring, and professional development opportunities to team members.
- Develop team schedules, ensuring adequate coverage for 24/7 operations.
3- Service Delivery and Support:
- Ensure that IT services meet established Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
- Oversee the IT service desk and provide effective support for incidents, service requests, and problem resolution.
- Collaborate with other departments to understand their IT needs and deliver solutions that support business operations.
4- Incident and Problem Management:
- Lead the response to critical incidents, coordinating the necessary resources for effective and timely resolution.
- Conduct root cause analysis for significant incidents and implement solutions to prevent reoccurrence.
- Manage escalations, providing technical expertise and guidance to resolve complex IT issues.
5-Operational Efficiency and Continuous Improvement:
- Develop and implement IT operational policies, processes, and procedures to improve efficiency and consistency.
- Regularly review system performance and conduct capacity planning to ensure IT infrastructure can support future growth.
- Identify and implement automation opportunities to streamline IT operations and reduce manual intervention.
6- Security and Compliance:
- Ensure IT infrastructure adheres to security policies, regulations, and industry standards.
- Collaborate with the information security team to implement security protocols, disaster recovery plans, and business continuity strategies.
7- Budgeting and Resource Management:
- Manage the IT operations budget, optimizing costs while ensuring high availability and performance of systems.
- Plan and allocate IT resources efficiently, including hardware, software, and personnel.
- Prepare financial reports and forecasts for IT operations, ensuring the alignment of IT investments with business goals.
8- Vendor and Contract Management:
- Oversee contracts with external IT vendors and service providers, ensuring service quality and cost-effectiveness.
- Conduct regular performance reviews of external service providers.
9- Reporting and Documentation:
- Maintain accurate documentation of IT systems, configurations, and operational processes.
- Prepare and present reports on IT performance, incidents, and service levels to senior management.
- Ensure that IT operations are aligned with strategic business objectives and contribute to organizational success.
Requirements:
- Bachelor's degree in information technology, Computer Science, or a related field.
- 5+ years of experience in IT operations management or a similar role.
- Strong understanding of IT infrastructure technologies (e.g., networking, servers, storage, virtualization, and cloud technologies).
- Proven track record in leading IT teams and managing large-scale IT projects.
- ITIL certification or similar IT Service Management certifications.
- Strong troubleshooting skills and experience with incident management and problem-solving.
- Excellent communication and leadership skills.
Preferred Skills:
- Experience with IT Service Management (ITSM) frameworks such as ITIL.
- Experience with cloud services
- Strong project management skills
