ENVIRONMENT: LEAD change initiatives, drive service improvements in technology systems and processes while supporting all technology operations as your expertise is sought to fill the role of an IT Operations Manager for a cutting-edge FinTech company. You will provide technical leadership of the Infrastructure Support team, including the adoption and implementation of cloud technologies, workplace modernisation, and technology vendor management. The role is diverse and requires an individual who has experience working within medium to large enterprises or across multiple large programs at a senior technical level. You must also have a Bachelor's Degree in Computer Science, or equivalent relevant experience of at least 10+ years' in a technical management role with a focus on service delivery with a solid understanding of ITIL Foundation and COBIT frameworks. DUTIES: Infrastructure Support Management - Lead and manage the Infrastructure Support team, providing guidance and support to ensure the efficient resolution of incidents and service requests. Establish and maintain operational processes and procedures for Incident Management, Service Request Fulfillment, and Escalation Management. Monitor service performance metrics and KPIs, identifying areas for improvement and implementing corrective actions as necessary. Oversee System Administration activities, including client, server, and network configuration management. Incident & Problem Management - Establish and maintain Incident and Problem Management processes to minimize service disruptions and downtime. Coordinate with Technical and Development teams to investigate and resolve problems and incidents, ensuring root cause analysis is conducted and preventive measures are implemented. Change and Release Management - Develop and implement Change and Release Management processes to facilitate the controlled deployment of changes into the production environment. Review and approve change requests, assessing potential risks and impacts to service availability and stability. Vendor and Supplier Management - Collaborate with vendors and suppliers to ensure contractual obligations are met and service levels are maintained. Evaluate vendor performance and manage relationships to drive improvements and resolve issues. Disaster Recovery and Business Continuity - Develop and maintain Disaster Recovery plans and procedures to ensure the resilience of critical infrastructure components. Conduct periodic testing and drills to validate the effectiveness of Disaster Recovery processes and identify areas for improvement. Service Improvement Initiatives - Drive continuous improvement initiatives to enhance service quality and efficiency. Identify opportunities for automation, optimization, and innovation in service delivery processes. Team Leadership and Development - Provide leadership, mentorship, and coaching to the Infrastructure Support team, fostering a culture of collaboration, accountability, and continuous learning. Conduct performance evaluations, set goals, and provide feedback to team members to support their professional growth and development. REQUIREMENTS: Qualifications – Bachelor's Degree in Computer Science, or equivalent relevant experience. Experience/Skills - Proven experience of 10+ years in a technical management role with a focus on service delivery. Track record in strategic and operational hands-on management. Strong understanding of ITIL Foundation and COBIT frameworks. Excellent leadership and communication skills, with the ability to influence and collaborate effectively with cross-functional teams. In-depth knowledge of Incident, Problem, Change, and Release Management processes and tools. Good documentation and report writing skills. Excellent communication and relationship building skills.
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