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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

Project Delivery       

• 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
• Notify/escalate any ‘out of scope’ variations to services to Service Delivery Manager (SDM) / Service Delivery Director (SDD)
• Notify/escalate critical issues or variations to service levels to Service Delivery Manager (SDM) / Service Delivery Director (SDD)
• Review service request/enhancement effort, schedules and risk plans
• Review and raise resource requirement

• Review, monitor and report project health status

Customer/Vendor Management

• 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

Business Development

• Proactively identify opportunities for further expansion or improvement of services delivered to the customer and liaise with the Service Delivery Manager (SDM) for development of that opportunity
• Act as a focal point for gathering of operational information for development of any opportunities

Team Management

• Delegate operational tasks effectively by providing clear and specific instructions and goals
• Plan, track and monitor the tasks assigned to the team leader/ members
• Participate in leadership activities and providing performance feedback and developmental coaching
• Monitor and improve team performance, providing leadership, coaching, and performance management

Services Availability

• Monitoring an organization’s IT infrastructure for irregularities and performance issues. Assesses data and error logs, along with any reports, to determine areas for improvement. In this aspect of the role, may also determine to recommend as and when necessary.

Skills for Success:

• At least 5 years of experience in Managing IT Infrastructure operations.
• Technical Skills on IT infrastructure, including servers and networks but not limited to

1. Team Leadership/People management – able to effectively manage IT personnel and set priorities
2. Process Enhancement – develop and implement policies and procedures for the services support, so some familiarity with assessing and improving processes is vital
3. Communication skills – Have strong written and verbal communicators, able to communicate with team members, management personnel, and end users throughout the organization
4. Problem-solving skills – Requires excellent problem-solving skills, especially when it comes to directly addressing user issues within the services support.