Technical Operations Manager - IT Infra

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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• People Management:
  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.