JOB DESCRIPTION – TECHNICAL OPERATIONS MANAGER
You will front the Managed Services Operations with the lead from the Service Delivery Manager. Being a Technical Operations Manager requires a blend of technical knowledge, leadership, and project management skills. The role involves overseeing the technical infrastructure, managing a team of technical professionals, ensuring system reliability and security, and continuously seeking ways to improve operational efficiency. Effective communication, problem-solving abilities, and the capacity to adapt to evolving technologies and business needs are essential for success in this position.
KEY RESPONSIBILITIES
Technical Operations Leadership:
· Oversee all technical operations within the organization, including infrastructure management, system administration, and Managed Services operations.
· Ensure the reliability, availability, and performance of technical systems and services to meet business requirements and service level agreements (SLAs).
· Monitor key performance indicators (KPIs) related to technical operations and take proactive measures to address issues and optimize performance.
Team Management and Leadership:
· Lead and manage technical teams, including system administrators, Virtualization, Storage, Backup and infrastructure support staff.
· Provide direction, guidance, and support to team members, fostering a culture of collaboration, accountability, and continuous learning.
· Set performance goals and expectations for team members and conduct regular performance evaluations.
Technical Planning and Implementation:
· Develop and implement strategies for optimizing technical operations, improving efficiency, and reducing operational costs.
· Collaborate with other departments to align technical operations with business goals and objectives.
· Identify emerging technologies and trends relevant to technical operations and develop plans for their adoption and integration.
Incident Management and Problem Resolution:
· Responsible for incident management processes to ensure timely resolution of technical issues and minimize service disruptions.
· Coordinate with technical teams to troubleshoot and resolve complex technical problems, escalating issues as needed.
· Implement preventive measures and corrective actions to address root causes of recurring incidents.
· Ensure incidents, major or otherwise, are resolved according to agreed service levels and in accordance with agreed processes. The TOM will co-ordinate the activities between the managed service team and third-party vendors in the resolution of such incidents.
Change Management and Deployment:
· Manage the planning and implementation of changes to technical systems and infrastructure, ensuring minimal disruption to operations.
· Coordinate with stakeholders to communicate changes, obtain approvals, and mitigate risks associated with changes.
Disaster Recovery (DR):
· Implement disaster recovery plans.
· Ensure regular testing and updating of DR procedures.
· Coordinate with relevant teams to ensure business continuity in the event of a disaster.
Audit and Compliance:
· Ensure compliance with industry standards and regulations.
· Conduct regular audits of systems and processes.
· Implement corrective actions based on audit findings to improve systems and processes.
Documentation and Knowledge Management:
· Establish and maintain documentation for technical systems, processes, and procedures. Promote knowledge sharing and collaboration among technical teams, ensuring that knowledge is captured, documented, and accessible to all relevant stakeholders.
JOB REQUIREMENTS
- Previous experience as a Team Lead
- Strong knowledge of IT systems and Platforms (Virtualization, Storage, Backup, Containers).
- Service Management or Support in a large-scale and diverse environment of incident
management, escalation procedures and related disciplines - Excellent leadership and people management skills
- Excellent customer facing/customer service skills
- Able to work under pressure and meet deadlines
- Able to demonstrate a high degree of flexibility including shift and out of hours working
- Excellent organizational skills
- Self-motivation and able to take responsibility
- Able to manage and prioritize and tasks and time efficiently
Qualifications:
- Bachelor degree in Computer Science, Engineering, Information Technology or related discipline from a recognized institution.
- Information Technology Infrastructure Library (ITIL) foundation certification
