IT Operations Manager
Skills
About This Role
Production & Operations Leadership
- Own and lead the entire production support function across L1, L2, and L3 tiers, ensuring seamless incident management, SLA compliance, and service continuity.
- Define and implement operational frameworks, escalation matrices, and support models that can scale across multiple clients and projects.
- Establish and manage a structured Production Operations team, including hiring, mentoring, and performance management of support engineers and DevOps engineers.
- Serve as the single point of accountability for all production incidents, driving rapid resolution while ensuring thorough root cause analysis and preventive actions.
DevOps & Infrastructure Oversight
- Oversee the DevOps function including CI/CD pipelines, container orchestration (OpenShift/Kubernetes), and deployment automation.
- Ensure environment stability across development, staging, and production, collaborating closely with engineering and platform teams.
- Drive adoption of monitoring, alerting, and observability tools (Splunk, Grafana, Prometheus, or equivalent) to enable proactive issue detection.
Process Design & Scalability
- Design and document standardized ITIL-aligned processes for incident, problem, change, and release management that can be replicated across new client engagements.
- Build playbooks, runbooks, and knowledge bases to ensure operational consistency regardless of team size or client complexity.
- Lead the creation of onboarding frameworks for new clients, including environment setup, SLA definition, team sizing, and tooling selection.
Client & Stakeholder Management
- Act as the senior operations representative in client-facing engagements, presenting SLA performance, incident reports, and continuous improvement plans.
- Partner with Program Managers, Delivery Leads, and C-level executives to align operational strategy with business objectives.
- Participate in pre-sales and proposal activities by defining the production support model and resourcing strategy for potential clients.
Continuous Improvement & Reporting
- Identify and drive automation opportunities to reduce manual effort, improve MTTR, and enhance system reliability
- Prepare and deliver executive-level dashboards and reports on operational health, team performance, and SLA trends
- Conduct regular post-incident reviews and lead initiatives to harden systems and eliminate recurring issues.
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