Information Technology Operations Manager

The IT Technology Operations Manager is responsible for overseeing day-to-day IT operations, ensuring the stability, security, and efficiency of technology infrastructure and services. This role leads operational support teams, manages vendors, and ensures IT services align with business objectives and service level agreements (SLAs).

Key Responsibilities:

• Manage and oversee daily IT operations, including infrastructure, networks, systems, applications, and end-user support.
• Ensure high availability, performance, and security of all IT systems and services.
• Lead and mentor IT operations and support teams, ensuring timely incident resolution and service delivery.
• Develop, implement, and maintain IT operational policies, procedures, and best practices.
• Manage incident, problem, and change management processes in line with ITIL standards.
• Coordinate with internal stakeholders and business units to understand operational requirements and priorities.
• Manage relationships with external vendors, service providers, and partners, including contract and SLA management.
• Monitor system performance, capacity, and utilization; plan for upgrades and scalability.
• Ensure compliance with internal controls, cybersecurity policies, and regulatory requirements.
• Support IT projects, system upgrades, rollouts, and Go-Live activities by ensuring operational readiness.
• Prepare operational reports, dashboards, and KPIs for management review.
• Manage IT operations budgets, asset lifecycle, and cost optimization initiatives.

Required Qualifications & Experience:

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• 8–12 years of experience in IT operations or infrastructure management, with at least 3 years in a managerial role.
• Strong knowledge of IT infrastructure, networks, servers, cloud platforms, and enterprise applications.
• Hands-on experience with IT service management frameworks (ITIL preferred).
• Experience managing vendors, contracts, and outsourced services.
• Strong problem-solving, leadership, and stakeholder management skills.

Preferred Skills & Certifications:

• ITIL Certification
• Experience with ERP systems, data centers, cloud services, and network ,cybersecurity operations
• Experience in retail, telecom, or enterprise environments

Key Competencies:

• Operational excellence
• People leadership
• Risk and incident management
• Communication and collaboration
• Continuous improvement mindset