Role Overview
TheIT Infrastructure Operations Manageris a developing subject matter executive accountable for high-level service delivery within a specific region or function. This role acts as a bridge between technical excellence and business continuity, ensuring that clients IT ecosystems remain robust, secure, and operational. You will lead a team of engineers to deliver contracted outcomes, driving client satisfaction through disciplined service management and innovative automation.
Key Responsibilities
1. Advanced Technical Escalation & Support
- Expert Troubleshooting:Monitor work queues and personally intervene in highly sophisticated or technical tickets that exceed standard engineering capabilities.
- Incident Resolution:Act independently to resolve escalated incidents and requests within strict SLAs, utilizing advanced diagnostic procedures and analytical practices.
- Emergency Response:Serve as the primary emergency contact for critical, business-impacting issues, ensuring 24/7 operational readiness.
2. Service Delivery & Operational Excellence
- Standardized Operations:Apply Standardized Service Management Service Operations (SMSO) to ensure consistent delivery of managed services.
- Shift Governance:Manage the shift handover process to ensure critical open tickets and upcoming operational tasks are seamlessly transitioned.
- Quality Auditing:Perform rigorous quality audits covering processes, service experience, and ticket update accuracy to maintain high standards.
- Continuous Improvement:Partner with automation teams to identify and implement routine task optimization, reducing manual effort and improving efficiency.
3. Team Leadership & Knowledge Management
- Coaching & Mentoring:Offer technical expertise to teams, actively pushing work down to junior engineers to foster their growth and optimize resource allocation.
- Knowledge Transfer:Document complex issue resolutions and share insights across the organization to build a resilient knowledge base.
- Talent Development:Implement training initiatives for direct reports and guide the team through transformational business objectives.
- Performance Analysis:Constantly measure and analyze the team's delivery capabilities to ensure peak performance.
4. Stakeholder & Client Engagement
- Client Centricity:Engage directly with clients for technical operations, ensuring business objectives are met and service outcomes are exceeded.
- Management Reporting:Ensure timely escalation of critical tickets to senior management with comprehensive, regular updates.
- Collaboration:Work across diverse cultures and social groups, collaborating with internal stakeholders and external clients to drive business continuance.
Required Knowledge & Attributes
- Leadership:Strong organizational and team management skills with a focus on delegation and prioritization.
- Communication:Excellent verbal and written skills, with the ability to translate complex technical issues into business impact for stakeholders.
- Financial Acumen:A seasoned understanding of budgets and cost management within an operations context.
- Resilience:Ability to remain focused and effective in high-pressure environments and adapt quickly to changing circumstances.
- Transformation Mindset:Ability to guide teams through organizational change and transformational objectives.
Qualifications & Experience
- Education:Bachelor's degree (or equivalent) in Information Technology, Computer Science, or a related field.
- Certification:ITIL Certificationis highly desirable.
- Experience:
- Solid experience coaching/mentoring engineering teams within an IT services organization.
- Demonstrated success implementingContinual Service Improvement (CSI)through automation and process enhancement.
- Proven experience inOrganizational Change Management.
- Deep domain expertise across:Network, Cloud, Security, Data Center, and Collaboration/Customer Experience.
