IT Operations Manager

Job Summary

The IT Operations Manager is responsible for overseeing the organization's IT infrastructure, ensuring the stability, integrity, and efficient operation of systems that support core business functions across multiple sites. This role leads technical teams, manages IT service delivery, and ensures high availability of systems, networks, and security in a fast-paced BPO environment.

Key Responsibilities

IT Operations & Infrastructure Management

• Monitor, manage, and optimize the organization's IT infrastructure, including servers, networks, and end-user systems across multiple BPO sites.
• Ensure high availability, performance, and security of all IT systems and services.
• Oversee network infrastructure, data centers, and cloud environments.

Team Leadership

• Lead, mentor, and manage a team of NOC Engineers and IT Support Engineers across different locations.
• Establish clear KPIs, monitor team performance, and drive continuous improvement.
• Foster a culture of accountability, collaboration, and technical excellence.

Service Delivery & Incident Management

• Ensure timely resolution of incidents, problems, and service requests following ITIL best practices.
• Act as the escalation point for critical technical issues and major incidents.
• Maintain documentation of systems, procedures, and incident reports.

Project & Solutions Management

• Analyze business requirements and recommend scalable IT solutions.
• Lead the procurement, implementation, and deployment of new technologies and systems.
• Manage IT projects from planning through execution and post-implementation review.

Security & Compliance

• Enforce IT security policies, procedures, and best practices.
• Ensure network security, data protection, and compliance with company and regulatory standards.
• Collaborate with security teams to mitigate risks and address vulnerabilities.

Vendor & Stakeholder Management

• Coordinate with external vendors, service providers, and internal departments.
• Manage vendor performance, SLAs, and contracts.
• Communicate effectively with business units to align IT services with business needs.

• 24/7 Operations Support
• Provide on-call support and be available for escalations outside business hours as needed.
• Ensure round-the-clock IT operations support across all sites.

Qualifications

• Bachelor's Degree in:
• Electronics and Communications Engineering (ECE)
• Computer Engineering (CoE)
• Computer Science (CS)
• Information Technology or related field
• Minimum of 3+ years of experience in IT Operations, preferably in a medium to large-scale organization or BPO environment

Required Skills & Competencies

• Strong leadership and team management skills
• Extensive knowledge of:
• Computer systems and enterprise IT environments
• Network infrastructure (LAN/WAN, routing, switching)
• Network security and cybersecurity practices
• Experience with IT service management frameworks (e.g., ITIL is a plus)
• Excellent problem-solving and decision-making skills
• Strong communication and interpersonal skills
• Ability to work cross-functionally with different departments
• Strong vendor management and negotiation skills
• High level of accountability and ability to work under pressure

Additional Requirements

• Willingness and ability to be on-call 24/7 for critical technical escalations
• Experience handling multi-site operations is highly preferred
• BPO industry experience is an advantage