Technical Operations Manager

Job Role:

The Technical Operations Manager will play a pivotal role in ensuring the reliability, scalability and performance of the platform. This individual will lead a team of technical experts and work closely with various stakeholders to guarantee seamless operations, system availability and ongoing improvement.

Key responsibilities include managing the daily operations of the Azure cloud infrastructure, ensuring service availability and performance for both B2B and B2C clients. The role also involves overseeing microservices based applications, Kubernetes clusters and API management, all while adhering to contract SLAs and performance KPIs.

The Technical Operations Manager will manage vendor relationships and ensure compliance with internal policies and regulatory requirements. Proficiency in Agile methodologies and project management principles is essential for managing cloud-related initiatives efficiently and driving continuous improvement.

Responsibilities:

• Oversee the day-to-day operation and maintenance of the platform, ensuring optimal performance, high availability and reliability.
• Manage a team of operations including cloud infrastructure/NOC engineers and administrators, providing guidance, mentoring, and fostering a culture of collaboration and excellence.
• Ensure the seamless delivery of cloud services. Monitor and optimize the platform's performance on Azure Cloud, including cost management and cloud resource management.
• Overseeing day to day cloud operations tasks such as provisioning, scaling, patching, backup and updating Azure resources including virtual machines, storage, databases, and networking etc. in Azure.
• Oversee the deployment and management day to day operations of Microservices based applications and Kubernetes clusters (AKS) to ensure scalability and reliability.
• Manage Azure API Management services to secure, monitor, and control internal and external APIs.
• Manage identity and access control, encryption, and security protocols within the Azure environment.
• Implement automation tools and processes to enhance operational efficiency in Azure.
• Lead ITSM processes such as Incident Management, Problem Management, and Change Management, ensuring alignment with ITIL best practices.
• Develop and implement incident response procedures, leading the team in resolving critical issues promptly and effectively. Conduct root cause analysis and preventive measures for recurring issues.
• Collaborate with the security and compliance team to enforce best practices and compliance standards, ensuring the platform's integrity and data security.
• Evaluate system performance and resource utilization to plan for future scalability and growth.
• Liaise with technology partners to ensure the seamless integration and functionality of the platform. Manage relationships with Azure support and third-party vendors for issue resolution and service improvements.
• Maintain comprehensive documentation of system configurations, processes, procedures, best practices, and troubleshooting guides.
• Identify opportunities for process optimization and automation to enhance operational efficiency.
• Provide operational visibility through detailed reporting and dashboards. Prepare and present regular reports on platform performance and operational metrics.
• Ensure adherence to SLAs and performance KPIs and monitor service performance through dashboards and reporting tools like Azure Monitor, Log Analytics and Power BI.

Knowledge:

• Bachelor’s degree in computer science, Information Technology, or a related field. Master's degree is a plus.
• ITIL Foundation is a must, higher certification is a plus.
• COBIT-19, ISO-20K, and SIAM are a plus
• Knowledge of Microservices architecture and best practices for deploying scalable applications in Azure.
• Familiarity with Azure API Management for securing and managing APIs.
• Understanding of Project Management principles, including Agile methodologies for managing cloud-related initiatives.
• Proficiency with Azure Monitor, Log Analytics, and Power BI to create dashboards and reports.
• Understanding of cloud computing, infrastructure as code (IaC), and DevOps principles.
• Strong knowledge of security best practices, compliance, risk management and SLA for cloud services.
• Proficiency in incident response, problem resolution, and performance optimization.
• Strong understanding of technical concepts, architectures, and tools related to the smart city platform space, as well as experience with cloud platforms, such as Microsoft Azure.
• PMP (Project Management Professional) certification is preferred.
• Agile/Scrum certification (e.g., Certified ScrumMaster) is preferred.

Experience:

• A minimum of 10 years of experience in IT service operations or a related field of which a proven 5 years experience in technical operations management, preferably in cloud-based environments, with a strong background in Azure Cloud services.
• Azure Expertise: Strong experience managing Azure services, including Virtual Machines, Networking, Storage, Azure Entra ID and ADB2C
• Experience managing Azure Kubernetes Service (AKS) to orchestrate containerized applications.
• Experience with ITSM platforms to manage cloud operations workflows.
• Proven track record of managing teams and overseeing IT service delivery.
• Experience with process improvement and optimization initiatives.
• Experience with managing vendor relationships and contracts.

Skills:

• Excellent communication and interpersonal skills to collaborate effectively with cross-functional teams. Exhibit excellent written and verbal communication skills to facilitate effective collaboration and stakeholder management.
• Engage with developers, quality assurance, and other stakeholders to achieve common goals.
• Ability to analyze complex technical solutions and data, identify trends and insights, and make informed decisions.
• Ability to identify technical risks and develop mitigation strategies, as well as troubleshoot issues that arise during the platform operations.
• Skillfully create and maintain various types of documentation, including risk management, service availability, operations manuals, service improvement plans, and best practices.
• Ability to work under pressure and manage multiple priorities in a fast-paced environment.
• Demonstrate leadership capabilities to inspire and guide teams towards shared objectives.
• Apply analytical thinking to evaluate data, trends, and metrics, enabling well-informed decision-making.
• Possess a strong problem-solving aptitude, particularly in troubleshooting complex technical issues.
• Proficiently manage projects, encompassing planning, execution, and simultaneous tracking of multiple initiatives.

Behavioral:

• Devoted to delivering exceptional user experiences with a customer-focused, service-oriented and result-driven approach.
• Proficient in analyzing complex technical issues, employing critical thinking to solve problems promptly and innovatively.
• Possesses excellent customer service skills, including patience, empathy, and the capacity to convey technical concepts in a user-friendly manner.
• Excels in clear and concise communication, bridging technical jargon to foster effective collaboration within cross-functional teams.
• Adaptable to the ever-evolving IT landscape, staying current with new technologies, tools, and processes to provide efficient support.
• Adept at nurturing an inclusive and collaborative work environment, stimulating innovation and embracing diverse perspectives.
• Demonstrates composure and professionalism when handling high-pressure situations.
• Exceptional interpersonal skills, capable of building robust relationships and effective communication across all levels.
• Displays a proven talent for strategic thinking, translating vision into actionable plans and goals.
• Open to feedback and committed to continuous personal and professional growth.
• Possesses a strong sense of accountability and ownership, ensuring the completion of initiatives with urgency.
• Thoroughly investigates issues, meticulously documents solutions, and leaves no detail unattended when addressing technical problems.
• Effectively prioritizes tasks and manages time to ensure timely resolution of critical issues and adherence to project deadlines.