Overview:
As a SENIOR IT OPERATIONS MANAGER, you will play a critical role in ensuring the organization's technological capabilities align with its strategic objectives. Your leadership and expertise will be essential in fostering a secure and efficient IT environment that supports the growth and success of the business.
About The Role:
• Operations Management. Manage day-to-day oversight and coordination of IT Service Desk activities, ensuring timely and efficient resolution of user issues. Ensure that the IT Staff Scheduling meets operational needs, maintaining adequate coverage during business hours and after-hours support.
• Strategic Planning. Work with the CIO to budget for needed IT resources, aligning the budget with strategic goals and operational requirements.
• Project Management. Assign IT projects and tasks to capable staff, overseeing their execution to ensure successful completion within specified timelines. Communicate important IT information to relevant departments, fostering effective collaboration and alignment with business objectives.
• Security Management. Maintain the security of the organization's IT systems Infrastructure and data. Ensure that Information Security Management System policies and processes are followed by all employees, adhering to security standards and regulatory compliance requirements.
• Team Management. Build and lead a skilled and motivated IT team. Provide guidance, mentorship, and support to team members, fostering a positive and productive work environment.
• Vendor Management. Work with external vendors and service providers. Coordinate with vendors when necessary for service and support delivery, maintaining effective relationships to ensure optimal outcomes.
• Performance Monitoring and Reporting. Generate weekly and monthly reports as needed to provide insights into IT operations, including performance metrics, project status, and resource utilization.
Requirements:
• Must be a graduate of any IT related course
• At least 8 years minimum of IT Management experience, ideally from BPO companies
• Must have IT Service Management experience
• ITIL v4 certification or training is a plus
• Proficient in M365/Intune Admin, AWS services and Telephony systems
• Knowledgeable in Microsoft Windows Server deployment and configuration
• Knowledgeable in enterprise network using FortiGate, Sophos, and Cisco appliance.
• Strong troubleshooting skills
• Excellent English communication (verbal and written) for non-technical stakeholders
• Proactive strategic thinker, proposing innovative solutions
• Detail-oriented, ensuring high-quality project execution • Ability to work in a fast-paced, dynamic environment and handle multiple projects simultaneously
• Has worked with various regulatory compliance projects such as PCI DSS, GDPR, HIPAA, ISO/IEC 27001, SOC2 type 2 report, CPRA and DPA
• Willing to work on a night shift to support US business hours
