Role: IT Operations Manager
Looking for an IT Operations Manager with 12-15 years of experience to lead a team of technical personnel associated with providing support to internal IT infrastructure & systems as part of the RUN division of our Digital COE.
Help manage, develop, lead and motivate team to deliver excellent technical/non-technical support with outstanding customer service, satisfaction and timeliness.
Prioritize workloads and manage day-to-day operations for optimal performance to achieve team goals and to meet business needs/objectives.
Ensure timely response to highly complex and technical user incidents or service requests that involve problem recognition, research, isolation and resolution.
Take ownership to provide next level support of company supported infrastructure with the aim to resolve majority of the issues without escalation.
Escalate events as needed to ensure next level management and service issues are resolved quickly.
Recommend, implement and assure compliance with policy and procedures affecting IT systems.
Participate and assists in driving the knowledge management process and streamlining processes.
Promote effective communications and working relations within the team, with business teams, end-users, partners and other support services.
Assist with budget planning and licence management.
Responsible for IT procurement activities for both software and hardware, including vendor liaising and contract management.
Responsible for informing management, partners and peers about infrastructure and application performance and service availability through performance and availability reports.
Oversee the development and maintenance of standard procedures related to infrastructure operation, monitoring and administration.
Lead the team by providing direction and guidance to team members in handling issues.
Oversee implementation of new technologies & lead automation of monitoring tools.
Leverage ITIL tools to manage change, incident, and problem management processes
Ability to assist with critical incident calls for incident resolution
Excellent verbal and oral communication skills.
Strong knowledge about ITIL tools and processes.
Analytical and logical thinking with ability to work independently under pressure.
Efficiency with problem solving, time management and building relationships.
Skills Required :
Bachelor's degree or Degree in Computer Science / Technology or Electronics & Communication Engineering.
Minimum of five years' experience providing support in an operations centre supporting compute, storage, backup, security, LAN, and WAN technologies.
Minimum of five years' experience with enterprise performance and fault monitoring tools.
Competency as a team leader and all aspects of employee management.
Experience in supervising staff not located in the same physical location;
Solid knowledge and understanding of computing and networking technologies, software products and systems.
Strong analytical and problem-solving skills.
Strong customer service orientation.
Excellent communication skills in English language with the ability to impart ideas in both technical and user-friendly language.
Aptitude to logically assess and troubleshoot hardware and software difficulties, and to determine accurate resolutions.
Highly self-motivated and self-directed with keen attention to detail.
Occasional travel to global offices may be required.
Certifications such as ITIL and MCSE preferred