IT Operations Manager

To lead HS IT infrastructure, service management, and operations across all our offices, dark stores, and cloud kitchens. The successful candidate will be responsible for overseeing a team ensuring seamless operations in areas such as helpdesk support, infrastructure management, security, access control, and call center solutions.

Key Responsibilities

• Oversee the design, deployment, and management of IT infrastructure, including servers, networks, storage systems, and data centers, ensuring high availability and performance.
• Manage and maintain infrastructure in cloud kitchens, dark stores, and corporate offices, ensuring minimal downtime and operational efficiency.
• Ensure the implementation and maintenance of robust backup, disaster recovery, and business continuity plans.
• Manage the IT Helpdesk function, ensuring timely and effective support to internal users, and driving resolution of incidents and service requests.
• Implement and manage security policies and protocols, including access management and control, to ensure compliance with industry regulations and standards.
• Oversee the implementation and management of call center solutions, ensuring seamless integration with company operations.
• Contribute to the development and execution of the Division’s ABCs and OKRs, while ensuring alignment with other Functions & heads.
• Set performance objectives, provide necessary support, evaluate direct reports, and provide regular feedback on performance.
• Manage and own the budgeting cycle and provide input to the budgeting process.

Qualifications

• 8 - 10 years of experience in IT operations, with at least 3-5 years in a leadership role managing diverse teams.
• Proven experience managing IT operations across multiple locations, including dark stores and cloud kitchens.
• Strong understanding of IT infrastructure, networks, security, and helpdesk management.
• Knowledge of ITIL framework and best practices for IT service management.
• Excellent leadership, communication, and problem-solving skills.
• Education and Certifications: Bachelor’s degree in Information Technology, Computer Science. Master’s degree in a relevant field is preferred.