Job Description
IT
Operations Manager will set and
maintain the standards for our IT operations and infrastructure team, across
all our processes and activities. The position is for a
passionate results-oriented and driven IT Operation Manager with
experience of managing services levels and IT teams to deliver excellent IT
services and operations, exceeding expectations. From guiding the IT operations staff to implementing
plans, the role will blend expertise with digital ingenuity, creating an IT
function that can match world-class operations and infrastructure. Continuously
challenge the status quo, and recommend innovative ideas to further optimize
the IT operating models. The position will act as a focal point of contact
representing IT to internal and external stakeholders.
Educational Qualifications
• 12 years of IT operations & Infrastructure experience of
which at least 5 years in a management/lead role, providing technical
leadership and guidance.
• Bachelor’s degree in Information Technology-related degree (essential).
• Certified in one or more of the following IT service and quality management
frameworks (ISO, ITIL, COBIT) (essential).
Skills (all essential)
• Advanced knowledge of IT operations & infrastructure, with sound
fundamentals in business continuity, and project rollouts.
• Knowledgeable on hybrid infrastructure environment.
• Ability to recruit, manage and schedule work for helpdesk and support staff,
as well as third party service providers.
• Awareness of Information Security principles and practice.
• Fluent in English speaking, writing and presentations.
• Ability to build strong working relationships with internal and external
customers.
• Ability to identify IT training needs.
Experience
• Ability to manage a cross-functional team as well as
on-site/off-site resource operating model.
• Ability to manage disruption of critical IT services with appropriate
communication and resolution tactics.
• Ability to build excellent rapport with key business stakeholders and KAPSARC
executive management.
• Ability to work with multiple vendors on technical and commercial scope.
• Ability to communicate IT services, proposals, or solutions to a technical or
non-technical audience.
• Ability to manage multitude of IT technologies, tools, and systems with
strong business and financial acumen.
• Ability to understand the client's operational needs and how they relate to
what KAPSARC IT offers.
• Ability to manage in a high demand/volume work environment with changing
priorities.
Justification
IT Operations management
• Manage the daily IT operations including data center infrastructure (network,
servers, databases, storage, IP telephony, conference systems, IPTV, backups,
etc.), and cloud infrastructure (AWS, Azure, SaaS etc.).
• Ensure production systems are maintained to the latest patches and following
cybersecurity compliances.
• Own the Priority 1 incidents to resolution, be the escalation point for
operational interruptions and maintain robustness of IT infrastructure.
• Accountable for all VIP/Executive IT requests and support.
• Validate impact from software and hardware rollouts to ensure minimal impact
on production systems.
• Manage and control IT assets, and conduct periodic reviews of utilization to
find better ways to increase efficiency and optimize cost.
IT Service management
• Ensure IT services within the IT Service catalog are delivered with quality
by following processes, standards, and operating procedures. Close gaps, as
necessary.
• Deliver a world-class modern workplace experience for KAPSARC employees with
the right mix of end-user equipment and self-service platforms.
• Operate IT services with optimal resource utilization balancing on-site and
off-site headcount. Identify training needs as applicable.
• Generate periodic reports to executive management and publish IT
communications on product launches, IT initiatives, maintenance windows and IT
awareness sessions.
• Maintain IT policies, procedures, manuals and other documentations.
IT Performance & Availability management
• Optimize the IT operating model for improved operational efficiency,
supporting agile developments and rapid technology scalability.
• Ensure IT services are delivered within SLAs and KPIs. Identify scope for
continuous improvement to maintain high satisfaction levels.
• Refresh IT equipment to ensure active warranty and support period for
datacenter infrastructure equipment and end-user computer equipment.
• Build a comprehensive disaster recovery solution to meet business continuity
requirements with the technology, plan, and drills, as necessary.
IT Relationship management
• Liaise with business to identity IT demands, maintain demand pipeline and
develop solution proposals as necessary (infrastructure, software,
subscriptions etc.).
• Work closely with the IT Director on new initiatives and improving IT
efficiency. Collaborate with management to ensure IT services are meeting
expectations.
• Manage the IT operation teams including HelpDesk, Infrastructure, and
monitoring teams.
IT Financials management
• Maintain annual IT operating and capital expenditure budget spanning
equipment renewals, subscriptions, and licenses.
• Liaise with Finance and Procurement departments for external projects scope
definition, vendor selection, and vendor service acceptance and delivery
penalties if applicable.
• Manage contract with outsourced vendor for resourcing, billing, project
management and performance monitoring.
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