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 organizations 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 organizations 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 organizations 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

Bachelors degree in Information Technology Computer Science or a related field; masters 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.