Manager - IT Operations

Join us on our mission to elevate customer experiences for people around the world.  As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today!

Description:

An IT Operations Manager is responsible for overseeing the day-to-day functioning of IT systems, ensuring reliability, security, and efficiency while managing a team of IT professionals. The role blends leadership, technical expertise, and strategic planning to keep an organization’s technology infrastructure running smoothly.

Responsibilities:

Team & Resource Management

• Lead and supervise IT staff (system admins, network engineers, support specialists).
• Assign tasks, monitor performance, and ensure timely resolution of IT issues.
• Provide training and mentorship to improve team capabilities.

System & Infrastructure Oversight

• Oversee installation, configuration, and maintenance of servers, networks, and enterprise applications.
• Ensure high availability and uptime of IT services.
• Manage disaster recovery and backup systems to minimize downtime.

Incident & Problem Management

• Monitor IT service desk tickets and ensure resolution within SLA timelines.
• Implement escalation procedures for critical failures.
• Analyze recurring issues and establish preventive measures.

Security & Compliance

• Enforce cybersecurity policies and ensure compliance with data protection regulations.
• Conduct regular audits, risk assessments, and vulnerability checks.
• Coordinate with security teams to mitigate threats and breaches.

Budget & Vendor Management

• Manage IT budgets and optimize costs.
• Negotiate with vendors for hardware/software procurement and support contracts.
• Evaluate new technologies for cost-effectiveness and efficiency.

Strategic Planning & Optimization

• Align IT operations with organizational goals.
• Contribute to IT roadmaps, capacity planning, and digital transformation initiatives.

Qualification:

• Bachelor’s degree in Computer Science, Information Technology, or related field.
• Master’s degree (MBA or IT Management) is often preferred for senior roles.
• Specialized certifications (ITIL, PMP, CISSP, AWS/Azure) add significant value.

Technical Expertise

• Knowledge of networking, cloud services (AWS, Azure, GCP), virtualization, and cybersecurity.
• Familiarity with ITIL framework and service management best practices.
• Leadership & Management
• Ability to lead cross-functional IT teams and manage performance.
• Strong decision-making, delegation, and conflict resolution skills.
• Strategic Thinking
• Align IT operations with business objectives and digital transformation goals.
• Capacity planning, budgeting, and vendor management.
• Communication & Collaboration
• Excellent verbal and written communication skills.
• Ability to work with executives, stakeholders, and technical teams effectively.

If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.