IT Operations Manager

Under the general direction of the SVP Head of Infrastructure, the IT Operations Manager is responsible for providing leadership and hands‑on support for company‑wide production operation initiatives. This position emphasizes understanding of critical production and support operations, anticipating the future direction of the Information Technology industry and relating those changes to current IT Operations.

• Oversee 24x7 production support teams for and affiliates, user technical support, and production job schedules
• Assist in the management of policy development and technology planning
• Evaluate user needs and system functionality to confirm that systems meet the needs of individuals and projects
• Develops, builds, and sustains a strong working relationship and partnership with IS Customers. Accountable for quality of services and solutions delivered
• Manages the development, implementation, and maintenance of policies, objectives, short-and long-range planning; develops and implements projects and programs to assist in accomplishment of established goals
• Develops effective, efficient, and rigorous processes and methodologies which include monitoring and reporting
• Develops IS plans at tactical levels and then follows through on execution of plans. Develops system and organisational roadmaps that ensure business and service continuity
• Ensure smooth operations of all IT systems and data security
• Understand and track applicable regulatory and reporting requirements
• Conduct periodic audits (based on policies and procedures) to ensure compliance with regulatory, enterprise security requirements
• Assist in preparing the IT organization’s disaster recovery and business continuity plans, policies, and procedures
• Work with senior management to enhance monitoring of critical applications and develop operational run books
• Identify issues, trends, and opportunities to improve efficiency, cost effectiveness, and/or quality; develop recommendations and implement solutions to identified issues and opportunities
• Establish a stable performance environment by monitoring and analyzing problems
• Ensure problems are identified and solved as rapidly and efficiently as possible
• Provide and manage utilization and capacity monitoring of all networks, data storage, servers, and phones for management reporting and planning
• Provides estimates, forecasting and work planning assistance

• Bachelor’s degree or equivalent in Information Technology, or related field
• 7+ years' experience working in an IT Operations production support role in an enterprise environment
• 2+ years' leadership experience
• Demonstrated experience as a hands‑on technical manager, actively involved in designing, developing, and implementing technical solutions, with a proven ability to lead and mentor a team of technical professionals
• Familiarity working with enterprise project planning and resourcing
• Internal and external customer‑facing production support experience
• Familiarity with various monitoring solutions like Solarwinds, Dynatrace, and Defense Storm
• Knowledgeable with a variety of infrastructure technologies:
  Windows, VMware
• Active Directory
• Ability to support 24x7 operations
• Detail‑oriented, with superior verbal and written communication skills
• Strong critical thinker with problem solving aptitude
• Excellent organisation skills with the ability to juggle multiple tasks at once
• Proactive mindset

• ITSM or Service Now experience
• Licenses/Certification: MCSE, VMWare, Storage, PMP, CCNP, ITIL v3 Certification