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
- 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.
- 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.
- Responsible for incident management processes to ensure timely resolution of technical issues and minimize service disruptions.
- Strong knowledge of IT systems and Platforms (Virtualization,Storage, Backup, Containers).
- Information Technology Infrastructure Library (ITIL) foundation certification
