Job Description

The Operations Manager is responsible for managing day to day support of an organization’s information technology activities, meeting customer’s requirements and Service Level Agreements.Ensuring that systems, services, and infrastructure work reliably and securely. Lead teams that develop and implement networks and servers, respond to user help desk requests, and monitor system stability and performance. The IT operations manager provides guidance and leadership to the services render and its team, but also directly supports end users by handling escalations, resolving user issues, and monitoring the performance of business-critical systems to prevent delays and outages and quickly resolve ongoing issues.

• Act as a focal point for all operational support related queries and issues
• Review transition plans, enhancement milestones and deliverables in consultation with support teams and customer
• Regular review with support team to ensure that all support tasks and deliverables meet service levels
• Ensure that regular reviews of the services provided ( Service Level Agreements (SLAs) and Key Performance Indicators(KPIs)) are conducted to maintain alignment between the services and the expectations of the customer
• Review service request/enhancement effort, schedules and risk plans
• Review and raise resource requirement
• Review, monitor and report project health status
• Liaise with third party vendors, customer technical teams and other interfacing application team leaders to ensure smooth Business as Usual (BAU) support operations
• Ensure that effective communication on the services delivered is provided to the customer (including monthly or weekly operation reports) within the agreed timeframes
• Act as a focal point for gathering of operational information for development of any opportunities
• Participate in leadership activities and providing performance feedback and developmental coaching

• Degree in Computer Science / IT or equivalent
• Experienced in managing IT Infrastructure operations
• Possess technical Skills on IT infrastructure, including servers and networks
• Problem-solving skills – Requires excellent problem-solving skills, especially when it comes to directly addressing user issues within the services support