IT Operations Manager

Job Summary

The IT Operations Manager is responsible for leading the organization's IT infrastructure and operations to ensure the availability, security, reliability, and performance of all technology services. This role oversees infrastructure, networks, servers, cloud environments, end-user computing, IT service delivery, cybersecurity operations, and IT operational governance. The position also drives continuous improvement initiatives, manages IT budgets and vendors, and ensures that IT operations support business growth and digital transformation objectives.

Key Responsibilities

1. IT Infrastructure & Operations Management

• Lead the daily operations of the organization's IT infrastructure, including servers, storage, virtualization, cloud platforms, backup, and disaster recovery.
• Ensure high availability, reliability, and scalability of IT systems and services.
• Monitor system performance and proactively resolve infrastructure issues.
• Develop and maintain infrastructure architecture standards and operational procedures.
• Oversee data center and cloud infrastructure management.

2. Network & Security Management

• Manage enterprise network infrastructure, including LAN, WAN, Wi-Fi, VPN, SD-WAN, Internet connectivity, and firewalls.
• Ensure network performance, availability, and security.
• Collaborate with cybersecurity teams to strengthen infrastructure security.
• Monitor security vulnerabilities and coordinate remediation activities.
• Support implementation of security standards and compliance requirements.

3. IT Service Management

• Ensure effective IT support services for internal users.
• Establish and monitor Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Improve IT incident, problem, change, asset, and configuration management processes.
• Lead IT service desk operations and enhance user satisfaction.

4. Continuous Improvement & Technology Enhancement

• Identify opportunities to improve IT operational efficiency and system performance.
• Drive automation initiatives to reduce manual processes.
• Evaluate and recommend new technologies to enhance business productivity.
• Lead infrastructure modernization and digital transformation projects.
• Implement ITIL best practices and operational excellence initiatives.

5. Project Management

• Plan, execute, and monitor infrastructure-related projects.
• Coordinate cross-functional teams to deliver projects on schedule and within budget.
• Manage project risks, dependencies, and stakeholder communications.
• Ensure successful deployment of new technologies with minimal business disruption.

6. Budget & Cost Management

• Develop and manage the annual IT operations budget.
• Monitor IT operational expenses and optimize infrastructure costs.
• Prepare business cases for technology investments.
• Track software licensing, hardware lifecycle, maintenance contracts, and subscription costs.

7. Vendor & Contract Management

• Manage relationships with technology vendors, service providers, and outsourcing partners.
• Negotiate contracts and service agreements.
• Evaluate vendor performance and ensure compliance with contractual commitments.
• Coordinate procurement of IT hardware, software, and infrastructure services.

8. Governance, Risk & Compliance

• Ensure IT operations comply with company policies, regulatory requirements, and industry standards.
• Support IT audits and implement audit recommendations.
• Develop business continuity and disaster recovery plans.
• Maintain documentation for infrastructure, systems, and operational processes.

9. Leadership & People Management

• Lead, coach, and develop the IT Operations team.
• Set departmental goals and performance objectives.
• Foster a culture of collaboration, accountability, and continuous learning.
• Manage workforce planning and resource allocation.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field.
• Master's degree is an advantage.
• Professional certifications such as ITIL, PMP, PRINCE2, CCNP, CCIE, VMware, Microsoft Azure, AWS, or CISSP are preferred.

Experience

• Minimum 8–10 years of experience in IT Infrastructure and Operations.
• At least 3–5 years in a leadership or managerial role.
• Experience managing enterprise infrastructure in medium to large organizations.
• Proven experience leading infrastructure transformation or cloud migration projects.
• Experience managing IT budgets and external vendors.

Technical Competencies

• Enterprise Infrastructure Management
• Network Administration (LAN/WAN/Wi-Fi/VPN/SD-WAN)
• Cloud Platforms (Azure, AWS, GCP)
• Microsoft Windows Server & Linux Administration
• Virtualization (VMware, Hyper-V)
• Storage & Backup Solutions
• Microsoft 365 Administration
• Active Directory & Identity Management
• Cybersecurity Operations
• Disaster Recovery & Business Continuity
• IT Service Management (ITIL)
• Monitoring & Performance Management
• IT Asset & Configuration Management

Leadership Competencies

• Strategic Thinking
• People Leadership & Coaching
• Decision Making
• Problem Solving
• Stakeholder Management
• Vendor Negotiation
• Financial & Budget Management
• Project Management
• Continuous Improvement Mindset
• Change Management
• Communication & Presentation Skills