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
Responsibilities
- A well-rounder for all matters relating to operations management
- Lead the FM team day to day operation matters.
- Define standard operation procedure (SOP) with technical delivery teams for managed services
- Operationalize SLA deliverables and provide technical advices and know how.
- Conduct daily operations matters, weekly Operations meeting and participate in monthly delivery meetings
- Organize work activities to improve results and use resources effectively and efficiency.
- Lead technical delivery team in incident call and facilitate problem resolution.
- Act as a focal point for all technical delivery related queries and issues
- Plan, track and monitor the tasks assigned to the team members
- Working closely and assisting in our IT project operations, implementation and execution
- Responsible for providing strong leadership for all matters relating to operations support and ITIL/ISO processes/guidelines to achieve service excellence
- Ensure compliance to both internal and external SLA
- Perform other related duties as assigned
- Participate in ad hoc projects if required
- Produce reports
- Liaise and work directly with clients including stakeholders, contractors for project delivery and maintenance support
- Able to manage data centre delivery operations such as servers support, VMware, storage, network, firewalls
- Leading investigation and resolution of incident
- Ensure compliance status of the systems adheres to applicable standards, polices and guidelines
Requirements
- Bachelor’s degree or higher in Information Technology or a related discipline
- Proven work experience as an Operations Manager in IT Industry or similar role.
- Project managers with prior technical infrastructure support experience are welcome to apply
- At least 5 years of team management experience, with proven track record of leading a large team of field engineers
- Proven track record of handling IT operations and infrastructure support escalations (eg. network systems, storage)
- Experience in data centre delivery operations
- Experience in IT Infrastructure System, VMwares, Microsoft, Storage, Virtualization, networking
- Highly-motivated self-starter who will undertake all activities to the highest professional standards
- Customer service orientation
- Strong stakeholder management skills
- Strong leadership skills and ability to perform a wide range of duties.
- Effective time management skills to meet deadlines
- Ability to work with, communicate effectively with, and influence all levels of the organization
- An analytical mind with problem-solving abilities
- The ability to work under pressure and multi-task
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