Operations Engineering Manager

About the Role:

IT Operations Manager

JOB RESPONSIBILITIES:

Operational Excellence

• Lead and manage IT operations across infrastructure, networks, applications, and support functions.
• Oversee IT service delivery, ensuring adherence to SLAs, KPIs, SRE and ITIL-based best practices.
• Monitor system performance, proactively identify risks, and implement improvements.
• Collaborate with cross-functional teams, including security, applications, and business stakeholders.
• Manage IT vendors, contracts, and third-party service providers.
• Drive process automation, monitoring tools, and DevOps practices for efficiency.
• Stay updated with the latest technologies and recommend improvements aligned with business goals.
• Lead, mentor, and develop the IT operations team.
• Deep understanding of modern operational techniques, including DevOps and Site Reliability Engineering (SRE) & ITIL best practices.
• Master and continuously monitor critical metrics such as SLAs, SLIs, MTTR, MTTD, and MTTA to ensure operational performance meets business expectations.
• Ensure the quality of operations by reviewing ticket handling processes and maintaining high service delivery standards.
• Strong hands-on experience in reporting capabilities using tools such as ServiceNow, Tableau, and Power BI.

Automation & Continuous Improvement

• Identify and

  implement automation

  opportunities, from runbook automation to self-healing mechanisms and proactive anomaly detection.
• Partner closely with Directors of Operations and key stakeholders to identify opportunities for automation through tools or process refinements.
• Drive continuous service improvement (CSI) by validating ESAT inputs, addressing feedback loops, and enhancing operational services.

Analytical & Problem-Solving Skills

• Exceptional analytical skillset to assess operational problems and recommend sustainable, long-term solutions.
• Ability to interpret data and generate actionable insights for stakeholders to aid in decision-making.
• Analyze current business processes and workflows, identifying areas for improvement and proposing tech-driven solutions.

Collaboration & Stakeholder Management

• Work seamlessly with vendor management teams and cross-functional partners to ensure cohesive operations.
• Collaborate with development teams to validate solutions against business requirements, ensuring high-quality delivery.
• Strong stakeholder management across global teams, with the ability to communicate effectively in diverse cultural environments.

Qualification:

Education:

• Bachelor’s degree in computer science, Information Technology, or related field (Master’s preferred).

Certifications (preferred):

• SRE Foundation Certification
• ITIL4 Foundation Certification
• Lean Six Sigma (Green Belt or Black Belt)

Experience:

• 10+ years of experience in IT operations, infrastructure, or service delivery management.
• Experience leading cross-functional IT transformation initiatives.
• Strong background in cybersecurity operations and risk management.
• Experience in cloud migration and hybrid IT environments.
• Proven track record of managing large-scale IT operations across global teams.
• Experience with requirements management, data mining, and business analysis documentation
• Familiarity with business analysis tools, software, and methodologies
• Tools proficiency - Jira, Miro, Visio, Teams, Trello, Power BI, and Tableau
• Knowledge in ServiceNow Reporting & Analytics is must
• ITIL & SRE Foundation certifications is a plus

YOU’RE GOOD AT:

• Proficiency in infrastructure management (servers, networks, storage, data centers).
• Expertise in ITIL & SRE framework & principles
• Cloud operations expertise: AWS, Azure, or Google Cloud.
• Knowledge of cybersecurity best practices and compliance frameworks (ISO 27001, SOC2, GDPR).
• Hands-on experience preferred with automation tools (Ansible, Terraform, Puppet, Chef).
• IT budgeting, vendor management, and cost optimization skills.
• Excellent communication and stakeholder management abilities.
• You have a consultative approach and can work in a matrix organization with limited formal hierarchy
• You are skilled at working in a transforming environment with the desire to work in an organization that is consistently growing
• You can work in diverse global teams with different cultures and stakeholders across the world
• You can work well independently, in a self-organized way and you bring a sense of urgency to the tasks at hand
• Excellent communication skills across cultures in English
• Reliability, flexibility and being a cooperative team player that strives to do the right thing
• Professional demeanor with the ability to maintain a positive attitude when ambiguity is present