Operations Manager
Infinite PL
Posted on 5 Mar
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Nationality
Any Nationality
Gender
Not Mentioned
Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
1) Service Operations Leadership
Oversee the platform operations team (NOC/Operations Engineers/SRE-like functions as applicable) to ensure reliable, secure, and high-performing services.
maintain clear operating rhythms: daily ops reviews, weekly service health checks, monthly SLA reviews, and quarterly service improvement plans.
Drive on-call readiness, shift coverage, escalation paths, and decision-making during critical events.
2) ITSM Process Ownership & Compliance
Own and enforce ITSM processes end-to-end.
Audit operational adherence and drive corrective actions for non-compliance.
3) SLA, Availability, and Reliability Management
Ensure continuous tracking and achievement (availability, response time, resolution time, performance).
Manage availability and resilience practices: redundancy validation, capacity planning, proactive monitoring, and performance tuning.
Lead post-incident reviews and drive measurable improvements.
4) Security & Compliance, Partner with security teams to ensure:
Timely patching and remediation
Secure configuration baselines
Audit readiness and evidence collection
Incident response alignment and reporting
Enforce least privilege access and periodic access reviews.
5) Monitoring, Observability, and Operational Tooling
Ensure comprehensive monitoring and alerting coverage for infrastructure, applications, APIs, databases, integrations, and security events.
Ensure operational toolchain effectiveness (ITSM tool, monitoring, CI/CD visibility, CMDB, asset management).
6) Stakeholder & Vendor Management
Act as the primary operations interface for internal stakeholders and external partners/vendors.
Manage vendor SLAs and ensure effective collaboration for incident resolution, patching, upgrades, and service improvements.
Provide clear operational communications during incidents and planned maintenance.
7) Reporting & Governance
Produce weekly/monthly service reports including SLA performance, availability, incidents, trends, risks, and improvement actions.
Maintain an operational risk register and ensure mitigation plans are executed.
Present service health and improvement plans to leadership.
Desired Candidate Profile
We are seeking an experienced Operations Manager to lead the technical operations team responsible for running a mission-critical platform with a target availability of 99.99 %. The role will ensure service stability, SLA achievement, ITSM process compliance, security and regulatory compliance, and continuous improvement across operations. The Operations Manager will own day-to-day service operations, major incident leadership, operational readiness, vendor coordination, and reporting to senior stakeholders.
Key Objectives:
- Oversee stable operations for the platform with 99.99 % availability.
- Enforce and continuously improve ITSM processes (Incident, Problem, Change, Request, Release, Knowledge, CMDB).
- Ensure SLA / SLO compliance, operational readiness, and performance reporting.
- Maintain strong security posture and ensure adherence to applicable compliance requirements.
Required Qualifications:
- Bachelor s degree in Computer Science, Information Systems, Engineering, or equivalent experience.
- 5+ years in IT operations / production support roles, with 2+ years leading teams for critical services.
- Strong hands-on understanding of operating high-availability platforms (24/7 environments).
- Proven experience implementing and running ITSM processes in production (ITIL-aligned).
Technical & Professional Skills:
- Deep understanding of incident/problem/change management, operational readiness, and service governance.
- Experience with cloud and modern platform operations (e.g., cloud infrastructure, APIs, containerized services) is preferred.
- Ability to define, track, and improve operational KPIs and reliability metrics.
- Strong stakeholder management, structured communication, and decision-making under pressure.
Preferred Certifications:
- ITIL Foundation / ITIL Managing Professional (or equivalent ITSM certification)
- ISO 27001 awareness/certification or security-related certifications
- Cloud certifications (GCP) is a plus
Company Industry
- IT - Software Services
Department / Functional Area
- IT Software
Keywords
- Operations Manager
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