
IT Support Team Lead
2 days ago
Senior IT Operations Manager
Job Summary:
The Senior IT Operations Manager is responsible for leading and managing a team of IT professionals to ensure the smooth operation of our technology infrastructure. This includes overseeing the resolution of complex technical issues, maintaining system stability, and supporting IT applications.
Responsibilities:
- Lead and manage a team of IT professionals to ensure timely resolution of technical issues.
- Oversee the troubleshooting and resolution of escalated technical incidents and service requests.
- Implement incident and problem management processes to minimize downtime and service disruption.
- Coordinate with other teams to resolve complex technical incidents promptly.
- Monitor system performance and identify areas for improvement or potential risks.
- Ensure compliance with regulations, data protection standards, and IT governance policies.
- Develop and maintain documentation of standard operation procedures, knowledge base (KEDB), and IT policies.
- Collaborate with stakeholders to support system upgrades and enhancements.
- Manage vendor relationships and escalate hardware/software issues as necessary.
- Analyze support metrics and KPIs to continuously improve service quality and team performance.
Requirements:
- Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field.
- Proven experience (10+ years) in IT operations including supervisory or management experience.
- Strong technical knowledge of IT infrastructure and applications.
- Experience with ITSM tools and frameworks such as ITIL, ServiceNow, or equivalent.
- Excellent leadership, communication, and problem-solving skills.
- Ability to work under pressure and handle escalations effectively.
Preferred Qualifications:
- Experience managing multi-disciplinary IT teams in a 24/7 operational environment.
- Knowledge of private cloud platforms and cybersecurity best practices for critical infrastructure.
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