About the Role :
We are seeking an experienced and proactive IT Operations Manager to lead our technology infrastructure and service delivery.
This role demands a strategic thinker with strong technical expertise and a software-driven mindset to ensure operational excellence, security, and scalability across our IT landscape.
The ideal candidate will oversee the full IT asset lifecycle, manage vendor partnerships, drive cybersecurity initiatives, and implement ITIL-based service management to ensure business continuity and high system uptime.
Key Responsibilities :
IT Infrastructure & Operations :
- Manage and monitor the performance, availability, and scalability of all IT systems, ensuring 24 / 7 operational efficiency with a targeted uptime of 97.5%+.
- Implement automation tools and performance monitoring software (e.g, Nagios, Zabbix, PRTG, or Datadog) to reduce downtime and improve reliability.
- Optimize network, server, and cloud infrastructure (AWS, Azure, or GCP) for cost-efficiency and performance.
Asset & Vendor Management :
Own the end-to-end IT asset lifecycle including procurement, configuration, maintenance, and disposal using asset management platforms (e.g, Freshservice, ServiceNow).Evaluate new technology solutions and software products in collaboration with functional leads.Manage vendor SLAs and relationships, ensuring clear escalation paths and service performance metrics.IT Service Management :
Design and maintain a centralized IT Helpdesk system (e.g, JIRA Service Management, Zoho Desk, or ServiceNow) to handle service requests, incidents, and change management workflows.Drive adoption of ITIL best practices for problem, incident, and change management.Track and report key ITSM metrics (MTTR, ticket volume, SLA adherence) and continuously improve support quality.Cybersecurity & Compliance :
Lead cybersecurity initiatives aligned with frameworks such as ISO 27001, NIST, or CIS Controls.Conduct periodic IT governance meetings, internal audits, and risk assessments to ensure compliance with data protection and industry regulations.Implement endpoint protection, MFA, SIEM, and vulnerability management tools.Business Continuity & Disaster Recovery :
Develop and maintain robust backup strategies and Disaster Recovery (DR) plans, ensuring minimal data loss and service disruption.Perform regular DR drills and updates to recovery documentation.Training & Enablement :
Conduct training programs on cybersecurity awareness, secure system usage, and productivity tools.Promote adoption of collaboration platforms and internal knowledge bases to reduce tech support overhead.Qualifications & Experience :
Experience : 8-10 years in IT operations, with at least 3 years in a leadership role managing cross-functional IT teams.
Education : Bachelor's degree in Computer Science, Information Technology, or related field.
ITIL, PMP, or similar certifications are a plus.Technical Proficiency :
Strong understanding of IT infrastructure (networks, servers, cloud, endpoints).Hands-on experience with ITSM tools, scripting / automation (PowerShell, Python), and enterprise software evaluation.Familiarity with cybersecurity tools (firewalls, EDR, DLP), compliance audits, and risk mitigationref : hirist.tech)
