About the job
The IT Operations Manager plays a pivotal role in leading the day-to-day IT operations for one or more countries within Ikano Retail markets. Their mission is to provide the business with the right tools at the right time and place, ensuring smooth functioning of IT systems and providing timely support to meet business needs efficiently. In addition to managing infrastructure-related activities, the IT Operations Manager supports IT infrastructure improvement and establishment projects to enhance operational efficiency and meet evolving business requirements.
Your assignment
The IT Operations Manager contributes to the long-term growth by carrying the following responsibilities.
- Leadership and Oversight: Lead and oversee day-to-day IT operations with a customer and co-worker-first mindset. Secure performance based (KPI) steering and maintain clear SLAs.
- User Support and Service Level Management: Single-point-of-contact in the respective market, including Infrastructure, Application, End User Computing (EUC) tasks, in line with agreed Service Level Agreements.
- Budget Management: Manage operational budgets, including recurring forecasting.
- IT Asset Management: Manage IT assets, ensuring integrity, security, and privacy.
- Policy Compliance: Ensure IT assets operate in accordance with policies and standards. Support compliance of the enterprise environment, including auditor support and risk mitigation.
- IT Initiatives and Enhancement: Plan, lead, and implement IT initiatives to proactively enhance IT capabilities.
- Collaboration and Partnership: Work closely and partner with business stakeholders, IT, external vendors, and solution partners. Develop long-term relationships and provide excellent support.
- Infrastructure Administration and Support: Maintain high availability and performance of Business Application, IT infrastructure, network, cloud, and End User Computing (EUC) infrastructure. Monitor and support IT infrastructure with a high level of availability and performance.
- Troubleshooting and Incident Management: Investigate, troubleshoot, and follow up on IT infrastructure Level 2 support incidents, change management, and service requests. Ensure resolution, closure, work-around, and escalation as necessary. Root-cause-analysis (RCA) reporting on P1 and P2 incidents in respective markets.
- Audit and Compliance Support: Support IT infrastructure-related audit, compliance, and security reviews and assessments. Maintain inventory records of IT infrastructure hardware, software licenses, and support contracts.
- IT Procurement: Quotation sourcing and seeking approval, raise PR/PO on hardware request and liaise with vendor on goods/service delivery.
