IT Operations Manager

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