IT Operations Manager

About the job:

Core Responsibilities

• Establish and maintain incident response and problem resolution procedures.
• Lead the resolution of critical incidents and minimize their impact on business operations.
• Identify strategic support opportunities and communicate them to Stakeholders.
• Ensure continuous improvement of IT support to guarantee technical reliability and stability.
• Implement and enforce security policies and procedures to protect the organization's data and infrastructure.
• Ensure the Patching Management policies and procedures and implemented and enforced.
• Oversee backups and system security operations (eg. access controls onboard and offboarding).
• Implement monitoring tools and practices to proactively identify and resolve issues and ensure stability of the environment.
• Ensure all systems are up at start of day and all processes ran successfully.
• Produce regular reports on system performance, incidents, and other key metrics.
• Assess system data and error logs along with metric reporting of the ticketing system to determine areas for improvement.
• Monitor system capacity and plan for scalability to accommodate business growth.
• Provide records of changes and updates to the environment.
• Ensure adherence to legal and procurement guidelines.
• Ensure that the supplier is conforming with relevant internal and external standards, policies and procedures, instructions, and guidelines.
• Ensure contingency requirements are identified and communicated.
• Ensure budget forecasts are up to date and accurate.
• Establish risk management processes that reduce technical and business risk.
• Display high levels of internal and external customer service at all times.

Qualifications & Experience

• Bachelor’s degree in technology and/or, relevant IT certification (at least a diploma).
• 3-5 years of relevant IT experience in a supervisory or leadership role.
• 2-3 years of relevant infrastructure and networking experience.
• Experience in the services industry (Hospitality, Information Technology, or Financial Services environments).
• Detailed knowledge of Information systems networks, IT infrastructure and applications.
• Proficiency in ITIL (Information Technology Infrastructure Library) best practices.
• Excellent problem-solving and decision-making skills.
• Strong communication and interpersonal skills.
• Knowledge of industry-standard security practices and compliance regulations.
• Core Value Competencies.