Operations Manager

Role Overview

We are seeking an experienced Operations Manager to lead the technical operations team responsible for running a mission-critical platform with a target availability of 99.99%. The role will ensure service stability, SLA achievement, ITSM process compliance, security and regulatory compliance, and continuous improvement across operations. The Operations Manager will own day-to-day service operations, major incident leadership, operational readiness, vendor coordination, and reporting to senior stakeholders.

• Oversee stable operations for the platform with 99.99% availability.
• Enforce and continuously improve ITSM processes (Incident, Problem, Change, Request, Release, Knowledge, CMDB).
• Ensure SLA / SLO compliance
  , operational readiness, and performance reporting.
• Maintain strong security posture and ensure adherence to applicable compliance requirements.
• 1) Service Operations Leadership
  • Oversee the platform operations team (NOC/Operations Engineers/SRE-like functions as applicable) to ensure reliable, secure, and high-performing services.
  • Maintain clear operating rhythms: daily ops reviews, weekly service health checks, monthly SLA reviews, and quarterly service improvement plans.
  • Drive on-call readiness, shift coverage, escalation paths, and decision‑making during critical events.
• 2) ITSM Process Ownership & Compliance
  • Own and enforce ITSM processes end-to-end.
  • Audit operational adherence and drive corrective actions for non‑compliance.
• 3) SLA, Availability, and Reliability Management
  • Ensure continuous tracking and achievement (availability, response time, resolution time, performance).
  • Manage availability and resilience practices: redundancy validation, capacity planning, proactive monitoring, and performance tuning.
  • Lead post‑incident reviews and drive measurable improvements.
• 4) Security & Compliance
  • Partner with security teams to ensure timely patching and remediation.
  • Secure configuration baselines.
  • Audit readiness and evidence collection.
  • Incident response alignment and reporting.
  • Enforce least privilege access and periodic access reviews.
• 5) Monitoring, Observability, and Operational Tooling
  • Ensure comprehensive monitoring and alerting coverage for infrastructure, applications, APIs, databases, integrations, and security events.
  • Ensure operational toolchain effectiveness (ITSM tool, monitoring, CI/CD visibility, CMDB, asset management).
• 6) Stakeholder & Vendor Management
  • Act as the primary operations interface for internal stakeholders and external partners/vendors.
  • Manage vendor SLAs and ensure effective collaboration for incident resolution, patching, upgrades, and service improvements.
  • Provide clear operational communications during incidents and planned maintenance.
• 7) Reporting & Governance
  • Produce weekly/monthly service reports including SLA performance, availability, incidents, trends, risks, and improvement actions.
  • Maintain an operational risk register and ensure mitigation plans are executed.
  • Present service health and improvement plans to leadership.

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or equivalent experience.
• 5+ years in IT operations / production support roles, with 2+ years leading teams for critical services.
• Strong hands‑on understanding of operating high‑availability platforms (24/7 environments).
• Proven experience implementing and running ITSM processes in production (ITIL‑aligned).
• Deep understanding of incident/problem/change management
  , operational readiness, and service governance.
• Experience with cloud and modern platform operations (e.g., cloud infrastructure, APIs, containerized services) is preferred.
• Ability to define, track, and improve operational KPIs and reliability metrics.
• Strong stakeholder management, structured communication, and decision‑making under pressure.
• ITIL Foundation / ITIL Managing Professional (or equivalent ITSM certification).
• ISO 27001 awareness/certification or security‑related certifications.
• Cloud certifications (GCP) is a plus.
• Full‑time, includes on‑call leadership and participation in major incident bridges as required.