Information Technology Operations Lead

Job Description

Within the Global IT Operations Team, this hands-on role will focus on the day-to-day operations of the Corporate IT Operations Centre. The IT operations support lead will lead a team of technical support team members who will help proactively discover and resolve problems before users are impacted. The successful candidate will help troubleshoot and fix problems as needed and will provide a stable and reliable environment by reducing user-impacting events and recurring problems. The combination of monitoring, analysing problems and keeping the landscape current with third party providers will be key. Hands on experience on communications technologies i.e. LAN, WAN, UC, Firewall, Messaging and Collaboration is a must. ITSM knowledge and experience is a plus.

Major Responsibilities:

• Responsible for the 24/7/365 maintenance, and support of corporate systems infrastructure, including networking, telephony, security, and physical security
• Responsible for the conformance with and continuance of Corporate ISO 20000 and 27001 certifications; including extracting reporting from ITSM & SMS systems
• Ensure ISO compliance and associate documentation for all IT assets, as well as, oversight team member charged with all IT configuration items and assets, including servers, desktops, laptops, desk and mobile phones, local and network printers, software, licenses, and peripherals
• Project Planning & Estimation:
• Lead comprehensive requirements analysis and provide accurate project estimations.
• Develop and implement effective project planning strategies.
• Team Management & Leadership:
• Mentor and lead a diverse team, fostering a collaborative and inclusive team culture.
• Assign daily/weekly tasks to the team based on skills and project needs.
• Code Review & Quality Assurance:
• Ensure adherence to coding standards through regular code reviews.
• Implement robust quality assurance processes.
• Project Delivery & stakeholder Interaction
• Manage project timelines, identifying and mitigating potential delays.
• Communicate effectively in English with stakeholders to share related project updates.
• Team Collaboration & Communication:
• Collaborate cross-functionally to ensure seamless project execution.
• Establish effective communication channels and conduct regular team meetings.
• Proactively addressing concerns for development concerns using communication channels.
• Operational Efficiency & Process Improvement:
• Oversee day-to-day project operations, implementing streamlined processes.
• Identify opportunities for process improvement.
• Stakeholder Relationship Management & Satisfaction:
• Build strong stakeholder relationships, proactively addressing concerns.
• Implement stakeholder/user satisfaction surveys to ensure exceptional service.
• Communication Skills:
• Communicate effectively in English, maintaining a peaceful and non-aggressive tone.
• Facilitate clear communication channels within the team and with clients.
• Resource Management:
• Assign tasks according to team expertise and optimize resource allocation.
• Discuss new resource requirements with HOD.

Desired Skills

• 15+ years of experience leading the design, integration, and management of enterprise infrastructure solutions.
• Effectively communicate with customers of all levels (technical and non-technical)
• Ability to effectively prioritize workload in a fast-paced, frequently changing environment while remaining detailed and organized
• Strong interpersonal, written, verbal communication, and presentation skills, with the ability to interface effectively with individuals at various levels, both internally and externally
• Ability to work well under pressure while consistently meeting time-sensitive deadlines
• Analytical with strong problem-solving abilities and creative resolution skills
• Ability to work well independently, as well as effectively contribute to a team environment
• Ability to analyze data to create KPI
• Experience in design, optimization, and implementation and operational support activities for Networking equipment such as Routers, Switches, ASAs, WiFi AP/Controllers, WAN Accelerators, Firewalls, IPS/IDS, Sniffers, and Circuit Management
• Experience conducting architecture reviews to assess the impact of proposed systems and preparation of mitigation plans.
• Certification in Cisco networking and communication technologies.
• Layer 2/3 Ethernet Fabric. (such as Brocade, Cisco, Arista)
• Firewalls (such as Palo Alto and Cisco ASA)
• WAN (such as Cisco & Juniper; MPLS, DWDM, VPN, etc.)
• Certification preferred: CCNP, MCSE, CISP, ITIL, 6SIGMA
• Experience in managing/leading customer and support escalations directly
• Demonstrable IT Service Management leadership experience and results in Trend Analysis, Problem Management, RCA, Continuous Service Improvement, Management Information Reporting, Change Management, etc
• Experience with monitoring solutions such as Zabbix, Nagios, Cacti, Solarwinds, etc
• Excellent communication and leadership skills
• Experience in performing vendor management
• Good Analytical skills, Problem-solving, and Interpersonal skills
• Experience with transformation to public cloud infrastructure, software-defined networking, and Infrastructure as a Service models