s

PHP

Odoo

We are seeking a skilled and results-oriented IT Operations Manager to oversee and manage our organization's IT operations. The ideal candidate will have extensive experience in IT infrastructure, system administration, and team management. As the IT Operations Manager, you will be responsible for ensuring the smooth and efficient operation of IT systems, overseeing day-to-day operational support, managing IT service delivery, and leading our shared service center facility. This role is responsible for the continual improvement of our processes and solutions driving automation, self-service, auto-detection and auto-resolution of incidents and issues. This role will also collaborate with cross-functional teams to deliver change management programs ensuring new technology solutions are rolled out successfully and in a sustainable way. This leader must be metric driven, responsive and have a passion for providing tremendous service.

 

Role Details

 

Incident & Problem Management: Ensure timely resolution of IT incidents, and lead root cause analysis efforts to prevent reoccurrence. Develop and enforce IT policies and procedures to reduce system downtime and minimize risk.

IT Change Management: Ensure teams are following ITSM based change management policy, processes and tools. Conduct weekly reviews of the changes submitted in different environments and publish approved changes. 

System Monitoring & Optimization: Continuously monitor system performance and reliability, ensuring optimal uptime, troubleshooting issues, and implementing improvements.

Team Leadership: Lead and mentor a team of IT service desk and shared service resources to ensure first line of support and data entry support. Foster a collaborative environment that promotes growth and skill development. Assign tasks, set priorities, and ensure efficient workflows.

Service Delivery: Oversee IT service delivery to internal stakeholders, ensuring effective communication, service quality, and customer satisfaction.

IT Operations: Manage other aspects of IT Operations including but not limited to IT audit support, system and data backup support, managing weekly/monthly/quarterly IT meetings.

Project Management: Lead or collaborate on IT Operations projects, including system upgrades, migrations, and integrations. Ensure projects are delivered on time, within scope, and on budget.

Vendor Management: Manage relationships with IT Operations vendors and service providers, negotiate contracts, and monitor the performance and reliability of third-party services.

Qualification

 

Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field

10+ years of experience working in IT operations, managing high performing teams, including setting standards for development, training, and operational leadership.

Extensive experience in IT Service Delivery, including Service Desk, NOC, End User technology and level 2 support

Proven experience with incident management, troubleshooting, and optimizing IT systems.

Experience managing a team, including setting goals, providing feedback, and fostering professional development.

Solid understanding of IT service management frameworks (e.g., ITIL) and best practices.

Excellent communication and interpersonal skills, with the ability to collaborate across departments and communicate technical concepts to non-technical stakeholders.

Strong problem-solving skills and the ability to think strategically while managing day-to-day operations.

Familiarity with budgeting and resource management within an IT department.

In-depth understanding of IT industry trends and the ability to apply understanding to identify solutions

Excellent understanding and technical knowledge of current client operating systems, hardware, protocols, and standards, such as Windows OS, cloud platforms like O365 and Azure, common desktop productivity software solutions.

Good understanding of computer systems, security, network and systems administration, databases and data storage systems, and telecommunications systems

Demonstrated ability to apply IT in solving business problems.

Ability to present ideas in business-friendly and user-friendly language.

Highly self-motivated, self-directed, and attentive to detail.

Excellent leadership and decision-making skills

Preferred Skills

Certifications such as ITIL, PMP, or equivalent IT management certifications.

Familiarity with project management tools and methodologies.