IT Operations Manager
INTDV -
Cairo, EgyptPosted 3 years ago457Applicants for1 open position
- 47Viewed
- 16In Consideration
- 324Not Selected
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Job Description
1. Department Strategy and Planning
- Oversees operational systems, processes, and infrastructure while looking for opportunities of improvement or revision.
- Anticipates and tracks operational and tactical risks and provides strategic solutions.
- Leads the IT departments operational and infrastructure planning, projects and resource allocation.
- Plans for growth and upgrades of current systems, optimization and tuning, evaluation of tools and products, and coordinates release implementation.
- Plays a significant role in long-term planning, project status reporting, and implementing change control processes.
- Anticipates and tracks operational and tactical risks and provides strategic solutions.
- Develops and enhances Infrastructure Architecture to deliver new technologies and services in support of business strategies / growth plans.
- Oversees feasibility studies, time and cost estimates, and the establishment and implementation of new or revised programs.
- Defines business and systems requirements for new technology implementations.
- Performs Financial forecasting; manage project and departmental budget.
- Develops and maintains overall backup and recovery strategy (Disaster Recovery & Business Continuity).
- Stays abreast of new and emerging technologies and processes. Evolves and applies to continuously improve IT services.
- Identifies trends and assess opportunities to improve processes and execution.
2. Operations and Services Management
- Implement steps for improvement in various areas such as security, availability, disaster recovery, system access/usage, etc.
- Pre- and Post-Production Integration Testing and Release Management.
- Create appropriate MIS and periodically review.
- Implement necessary checks and controls in change management area.
- Manage overall capacity utilization of server/hardware environment ensuring it is optimized to meet business requirements.
- Asset management - Track and control of physical IT assets in the infrastructure.
- Provide a single point of contact for application deliverables. Work closely with clients to ensure that client business operations and objectives are understood and to provide appropriate application support.
- Build a world class Service Delivery Desk (Helpdesk) and provide world class customer service.
- Ensure necessary inter-departmental SLAs are in place and review them periodically.
- Ensure all Service Level Agreements (SLA) for IT service offerings for both internal and external customers are met.
- Support and maintain Information and Communication Technology (ICT) components and services.
- Day to day service operations with best practices and standards linked to ITIL and MOF disciples such as incident, problem, change, capacity and business continuity and disaster recovery management.
- Establishes and maintains credible, professional relationships with clients, internal business lines, and external vendors.
- Oversees and reports weekly, monthly, quarterly, and annual metrics.
- Raises and tracks issues and conflicts, remove barriers, resolve issues of high complexity involving stakeholders and escalate to appropriate level when required.
- Approve and oversee infrastructure and IT operations projects.
- Negotiate and administer vendor, outsourcer and consultant contracts and service agreements.
- Monitor service levels, identify investment and operational costs and oversee project implementation.
3. Business Development Support
- Lead the development of IT service portfolio in close collaboration with the sales function
- Establish IT support-outsourcing programs offering for client companies.
- Works with sales teams to help set and meet quarterly goals.
- Support and sign off of service integration, new business activities, projects or the expansion of services.
4. IT Governance
- Ensure latest IT standards on governance, regulation, security etc. are followed from Operations point of view.
- Implement processes to standardize IT practices and procedures, capacity planning and risk mitigation.
- Ensure Compliance of the infrastructure on Patch level, version, Firmware, security requests.
5. Security
- Research the latest information technology security trends.
- Through his team monitor the organization’s networks for security breaches and investigate violations when they occur.
- Help to design, implement, and maintain the organization’s cyber-security plan.
- Develop and direct implementation of security standards and best practices for the organization.
- Direct the installation and use of security tools (e.g., firewalls, data encryption), to protect sensitive information.
6. Team Management
- Responsible for designing the ideal organization structure for the IT Operations team, arriving at the right team size, roles, job descriptions and ensuring that team members deliver their objectives.
- Set the best practices in technically evaluating new hires and existing team members
Job Requirements
- Overall 10+ years and above experience in IT services management with an emphasis on infrastructure/systems support.
- Minimum 5 years in an IT supervisory role, with responsibility for building, managing and developing teams
- Experience in a Managed Service Provider environment
- Strong experience in systems level design and scaling of custom developed applications with proven experience working with development teams
- Strong experience in systems scaling and best of breed architecture in a hosted environment, including knowledge of application integration, network scaling, server scaling with knowledge of current and emerging system and processor trends, application scaling from a systems perspective.
- Experience of managing multiple IT activity types; e.g. technical support, systems architecture planning and implementation, helpdesk operations