Information Technology Operations Manager

Information Technology Operations Manager role at Enstar Group. Responsible for overseeing the day-to-day operations of the IT operations functions including Cloud infrastructure operations and disaster recovery. Management of outsourced service provider activities including IT service levels, audit, compliance, IT controls and disaster recovery activities.

• Act as initial point of contact and escalation for Cloud infrastructure operations.
• Ensure all requests and escalations from users for service support and system changes are handled promptly and effectively; monitor the key performance indicators and SLAs.
• Review and develop procedures and working practices for the efficient and effective running of all tasks associated with operating and controlling the Cloud infrastructure.
• Ensure that robust availability monitoring and capacity planning procedures are in place to ensure the resilience of operational services.
• Work with the wider IT team and managed service provider on the delivery of IT projects and cyber security remediation activities.
• Attend service reviews and carry out performance report reviews.
• Assist with maturing IT service management principles including governance, policies, processes, procedures, and standards.
• Identify opportunities for optimisation, automation, and process improvements.
• Assist with implementation of cloud automation and optimisation initiatives.
• Act as key member of CAB and review/approve CRs as required.
• Act as escalation point for IT operations issues and major incidents.
• Ensure incidents and service requests are managed to resolution.
• Assist in the planning and implementation of the infrastructure architecture including design, migration, integration and installation.

• Act as primary point of contact and escalation for DR activities including out of hours DR testing.
• Maintain the global IT Service Continuity and Disaster Recovery (ITSC/DR) framework, including governance, plans, policies, processes, procedures, standards and strategies.
• Work with MSP and oversee planning and testing of IT DR / backup plans and co-ordinate testing activities with business users.
• Validate DR testing activities and results, sign off and communicate to senior business representatives.
• Maintain DR testing tracker and report on status on a weekly basis.
• Identify gaps in existing DR capabilities including plans, processes and other related documentation and develop remediation plans.
• Lead on IT DR tabletop exercises setting scenarios and ensure lessons learned are captured and addressed.
• Work with risk and other business functions to review business impact analysis (BIA) to assess and document IT recovery capabilities and identify any gaps including ability to meet required RPOs and RTOs.
• Work with MSP to develop DR/backup strategy and identify opportunities to automate DR test scenarios.
• Work with MSP to ensure daily backups and regular restore tests are carried out, reported and remediated.
• Capture and document associated third party vendor contracts and SLAs that underpin ITSC/DR plans.
• Ensure a central repository IT DR documentation is maintained and shared with key stakeholders.
• Due to the nature of the Disaster Recovery testing it will require an amount of weekend availability.

• Ensure monthly / quarterly / annual IT control activities are carried out with associated evidence in a timely manner and carry out attestations.
• Carry out annual SOC report reviews and implement/update existing IT controls to manage any identified exceptions.
• Report on IT operational risks and controls ensuring remediation/mitigation plans are tracked.

• Responsible for data and system recovery processes including backups and data replication.
• Oversee Disaster Recovery planning, processes, procedures, testing and execution.
• Ensure access control is implemented and maintained to ensure infrastructure is secure.
• Work with security team and service providers to ensure security vulnerabilities are managed and remediated.
• Work with MSP to ensure SOWs and SLAs are carried out to agreed performance targets and outcomes.
• Ca…