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Job Description
IT Operations Manager
Role Purpose
To build support and mentor the geographically distributed IT Operations team made up of internal and external resources.
This is a team lead/management position suitable for someone with previous demonstrable experience in man management and the successful creation and implementation of IT support services. The successful candidate will have the ability to mentor and support team members in both approach to delivery and in technical aspects of their work.
In conjunction with senior management, the successful candidate will have an opportunity to help shape the future IT organisation and processes of a truly global organisation.
Key Activities
- Direct and manage the IT Operations through to a cohesive organisation, integrating external resources with internal teams.
- Implement process along ITIL framework as agreed with business
- Implement centralized Help Desk function and tools
- Define and implement backup and recovery policy, ensuring documentation of associated processes
- Identification, selection and implementation of suitable Server and Application Monitoring (SAM) software to cover the following:
- Server availability and performance monitoring and alerting
- Server configuration change management
- Server and application health via GUI dashboard
- Centralized Log Management, Monitoring and Analysis
- Threshold configured alerting sent to defined target recipients
- Alerting via email/SMS (+others dependent on selected tool)
- Ensuring maintenance of the technical environments to meet current standards and business requirements
- Ensuring compliance with appropriate industry and security regulations
- Provide support to development and IT support teams
- Investigation into technical and application issues
- Infrastructure budget preparation and management ensuring cost optimization
- Supplier management for in-scope suppliers e.g. Hosting partners
- Establishing and reporting on application and performance metrics
- Quarterly Service reviews with business
- Management of the hosted infrastructure through vendor engagement
- Management of 3rd party software licensing ensuring compliance
- Delivering new technologies as agreed by the business
- Identify skills gaps and resource requirements within the team
- Budget management
Job Requirements
Candidate will meet the following personal attribute requirements:
- Ability to lead, motivate, develop, train and mentor other team members
- Strong, demonstrable technology interests
- Excellent analytical, evaluative, and problem-solving abilities
- Excellent documentation skills
- Approachable manner with both colleagues and team members
- Resourceful and practical with an ability to respond positively and quickly to technical and business challenges
- Flexible and adaptable to changing priorities with a positive ‘can do’ attitude
- Be capable of remaining calm under pressure
- Exceptionally self-motivated
- Capable of working in a high pressure, demanding environment
- Be flexible and adaptable to changing priorities
- Be good at planning and organizing their own time and able to meet targets and deadlines without supervision
- Able to set and manage priorities to meet targets
- Action and results orientated with a keen attention to detail
- Excellent written and verbal English communication skills essential
- Able to articulate ideas to both technical and non-technical audiences
- Be persuasive, articulate and influential, but down to earth and friendly
- Have an ability to establish relationships quickly and to work effectively either as part of a team or singularly
- Highly customer focused and service oriented with both internal and external customers
- Able to establish relationships quickly and to work effectively with people at all levels
Knowledge, Skills & Experience
- Technical background having spent a number of years working in IT operations, infrastructure or systems administration roles
- Familiarity with ITIL framework
- Deep understanding of DevOps principles
- Minimum 4 years’ experience in IT management role
- Experience in running IT support services
- Experience of a variety of modern tools available to support and monitor hosted and cloud infrastructure and applications e.g. Nagios, Zabbix, AppDynamics
- System administration experience across a variety of platforms including Linux
Be proficient in:
- Linux
- Computer networking principles
- Git
- Docker
- Have a reasonable working knowledge of:
- One or more programming/scripting languages
- Web services and web servers
- Continuous Integration (CI)
- Databases
- Familiarity with:
- Agile working practices including Scrum and Kanban
- Private & public cloud hosting environments
- Experience and skills in defining team and service KPI’s and delivering reporting metrics
