The Senior Technical Manager IT Operations is a pivotal role within our organization, tasked with overseeing and managing all aspects of our IT operations department (NOC). This position requires a strategic and experienced professional who can lead a diverse team, ensure the seamless operation of IT services, and drive continuous improvement initiatives to support the organization's goals and objectives.

Key Responsibilities

Technical Team Management

·      Lead, mentor, and manage a team of IT professionals, including Compute, Network, and Cyber Security engineers, and other support staff.

·      Foster a collaborative and high-performance team environment, promoting professional growth and development.

·      Establish and maintain effective communication channels within the team and across departments.

·      Set clear performance expectations, conduct regular performance reviews, and provide constructive feedback.

IT Operations Management

·      Oversee the day-to-day operations of 24x7x365 NOC, ensuring optimal performance and availability.

·      Provide L3/L4 level Support to the Support Staff during Critical Incidents and Changes.

·      Perform regular Gap analysis to mitigate the IT RISKs and compliances

·      Develop and implement IT policies, procedures, and best practices to enhance operational efficiency and security.

·      Strong knowledge of IT Infrastructure and Datacenter Operations.

·      Strong knowledge on IT Monitoring and IT Ticketing tools and methodologies.

·      Monitor and manage IT budgets, ensuring cost-effective allocation of resources.

·      Coordinate with vendors and service providers to ensure timely delivery of services and support.

·      Ensure compliance with relevant regulations, standards, and industry best practices

·      Front end Internal and External Audits to comply to the required regulations (ISO 27001, ISO 9001, etc.).

·      Ensure the contractual Service Level Agreements and KPIs are timely met without any deviations.

Strategic Planning and Execution

·      Develop and execute strategic plans for IT operations, aligned with the organization's goals and objectives.

·      Identify and evaluate emerging technologies and trends to drive innovation and improve operational efficiency.

·      Collaborate with senior management to align IT initiatives with business priorities and strategies.

Risk Management and Security

·      Develop and implement robust IT security policies and practices to protect the organization's data and systems.

·      Conduct regular risk assessments and vulnerability analyses to identify potential threats and weaknesses.

·      Ensure disaster recovery and business continuity plans are in place and regularly tested.

·      Maintain up-to-date knowledge of cybersecurity threats and best practices to mitigate risks.

Performance Monitoring and Reporting

·      Establish and monitor key performance indicators (KPIs) to measure the effectiveness and efficiency of IT operations.

·      Prepare and present regular reports on IT performance, including Changes, Incidents, Problem, IT RISKs, SLAs, etc.

·      Analyze data and metrics to identify areas for improvement and implement corrective actions.

·      Ensure transparency and accountability in IT operations through comprehensive documentation and reporting.

Qualifications and Experience

·      Bachelor's degree in Information Technology, Computer Science, or a related field; master's degree preferred.

·      At least 15 years of experience in IT operations, with a minimum of 5 years in a Technical managerial role.

·      Strong technical knowledge of IT infrastructure, including Servers, Storage, Backup, IT Networks, Security and cloud computing.

·      Proven experience in developing and implementing IT policies, procedures, and best practices.

·      Strong analytical and problem-solving skills, with the ability to make data-driven decisions.

·      Excellent communication and interpersonal skills, with the ability to effectively interact with stakeholders at all levels.

·      Any Technical Certifications on key domains like Servers, Storage, Backup, IT Networks, Security and cloud computing are mandatory

·      Certifications such as ITIL, CMMI, CISM, CISSP are highly desirable.

Personal Attributes

·      People Maangement: Demonstrated ability to lead and inspire a team, fostering a positive and productive work environment.

·      Strategic Thinking: Ability to think critically and strategically, with a focus on long-term goals and objectives.

·      Adaptability: Flexibility to adapt to changing priorities and evolving technologies.

·      Integrity: High ethical standards and commitment to maintaining the confidentiality and security of information.

·      Initiative: Proactive approach to identifying and addressing issues and opportunities.