Senior/ Manager, Operations (Network & Infrastructure), Contract

What the role is

Reporting to the Head of Digital Operations Centre, you will play a pivotal role in ensuring Readiness, Response, and Recovery. This encompasses monitoring system health, performance, and compliance, including collecting data from metrics, logs, and events. You will process this data to transform and enrich it for meaningful analysis to identify bottlenecks, latency issues, and areas for optimisation, ultimately improving system performance, reducing downtime, and minimising non-compliance. This role requires a strong technical foundation in network and infrastructure troubleshooting, complemented by expertise in project management and cross-functional collaboration. You will also be expected to leverage and integrate AI/ML solutions into operations to drive smarter automation, faster incident resolution, and more resilient IT services.

What you will be working on

• Monitoring system health and performance: Comprehensive real-time monitoring to continuously assess system health, ensuring optimal performance and reliability.
• Proactive monitoring and incident response: Leveraging telemetry data to detect and identify potential issues before they impact users and enable faster incident response.
• Detecting anomalies: Using tools and techniques to identify unusual patterns and deviations from standard behaviour to proactively address potential issues.
• Incident management: Quickly identify and assess network/infrastructure incidents and follow established procedures to resolve or escalate problems to higher levels of support as necessary.
• Fault resolution: Collaborate with cross-functional teams and external partners to troubleshoot and resolve network and infrastructure faults, ensuring minimal downtime and service disruption.
• Comprehensive visibility into assets, systems, and environments: Implement and enhance tools and techniques to provide in-depth analysis of the behaviour of interconnected components and dependencies at a granular level to ensure comprehensive visibility into assets, system behaviour and performance, bridging the gap between system complexity and operational insights.
• Enhancing user experiences: Working together with cross-functional teams to identify areas for improvement in user experiences by analysing telemetry data, optimising performance, and reducing bottlenecks.
• Support ITSM/ITOM platforms to improve asset visibility, automate workflows, and strengthen governance and compliance.
• Project management: Lead projects, ensuring scope, timeline, and budget compliance while delivering measurable business value.
• Documentation: Update operation policies, procedures, standards, and troubleshooting guides. Maintain a comprehensive knowledge base to facilitate efficient incident response and resolution.
• Collaborate with SOC and Governance teams to support threat investigations, compliance, and audit matters.
• Drive continuous improvement: Leverage historical data and real-time data with AL/ML analytics to identify trends and implement proactive measures. Analyse and visualise data using analytics and visualisation capabilities to gain better insights through custom dashboards and visual representations for ongoing improvement.

What we are looking for

• Qualifications in IT, Computer Science, Computer Engineering, or a related field.
• At least 8 years of experience in network and infrastructure management in a complex organisational environment, with a minimum of 3 years in a managerial role.
• Strong problem-solving and decision-making skills alongside a solid technical background in networking protocols, hardware, and infrastructure components.
• Analytical mindset with the ability to interpret data and identify trends.
• Demonstrated ability to analyse system metrics, logs, and events to identify areas for optimisation.
• Proficiency in network monitoring tools, protocols, and technologies used in NOC environments.
• Strong knowledge of ITSM/ITOM platforms, its various modules (such as CMDB, GRC) or similar tools.
• Familiarity with AI/ML applications in IT operations (e.g. anomaly detection, predictive maintenance, intelligent automation) will be advantageous
• Knowledge of networking principles, infrastructure technologies, and experience with cloud platforms such as AWS, Azure, or Google Cloud.
• Outstanding communication and presentation skills.
• Proficiency in project management methodologies and practices.
• Proficiency in documenting operational policies, procedures, and standards.
• Ability to thrive in a fast-paced and dynamic environment.
• Relevant certifications such as PMP, CITPM, CCNP, CCIE, or ITIL certifications are a plus.