About the Role: As an IT Operations Manager, the successful candidate will play a crucial role in ensuring the smooth operation and continual improvement of the IT infrastructure. This position offers an exciting opportunity to lead a dynamic team, drive innovative solutions, and implement strategic initiatives that align with the company's technology goals. Requirements: Bachelor's degree in Computer Science, or equivalent relevant experience;Proven experience (10+ years) in a technical management role with a focus on service delivery;Strong understanding of ITIL Foundation and COBIT frameworks;Excellent leadership and communication skills, with the ability to influence and collaborate effectively with cross-functional teams;In-depth knowledge of incident, problem, change, and release management processes and tools;Strong technical expertise.Role & Responsibilities: Lead and manage the Infrastructure Support team, providing guidance and support to ensure the efficient resolution of incidents and service requests;Establish and maintain operational processes and procedures for incident management, service request fulfillment, and escalation management;Monitor service performance metrics and KPIs, identifying areas for improvement and implementing corrective actions as necessary;Oversee system administration activities, including client, server, and network configuration management;Establish and maintain incident and problem management processes to minimise service disruptions and downtime;Coordinate with technical and development teams to investigate and resolve problems and incidents, ensuring root cause analysis is conducted and preventive measures are implemented;Develop and implement change and release management processes to facilitate the controlled deployment of changes into the production environment;Review and approve change requests, assessing potential risks and impacts to service availability and stability;Collaborate with vendors and suppliers to ensure contractual obligations are met and service levels are maintained;Evaluate vendor performance and manage relationships to drive improvements and resolve issues;Develop and maintain disaster recovery plans and procedures to ensure the resilience of critical infrastructure components;Conduct periodic testing and drills to validate the effectiveness of disaster recovery processes and identify areas for improvement;Drive continuous improvement initiatives to enhance service quality and efficiency;Identify opportunities for automation, optimisation, and innovation in service delivery processes;Provide leadership, mentorship, and coaching to the Infrastructure Support team, fostering a culture of collaboration, accountability, and continuous learning;Conduct performance evaluations, set goals, and provide feedback to team members to support their professional growth and development.
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