Senior IT Operations Lead

About This Role

DUTIES and RESPONSIBILITIES

The Senior IT Operations Lead is responsible for ensuring the smooth day-to-day operation, monitoring, and coordination of IT systems, infrastructure, and digital platforms across the organization. The role focuses on maintaining system stability, supporting ongoing initiatives, and ensuring alignment with defined processes and business requirements for both business units. The role also supports the adoption and execution of AI-driven tools and initiatives to enhance operational efficiency, system analysis, and internal workflows, in alignment with defined IT direction.

Operational Support & Process Adherence

• Support the implementation of IT strategies and technology initiatives as defined by the Head of IT
• Ensure adherence to established IT policies, processes, and standard operating procedures across the organization
• Assist in the execution of system improvements, including both infrastructure operations and application-level enhancements
• Coordinate across IT infrastructure and development teams to ensure smooth execution of ongoing initiatives
• Monitor system performance across infrastructure and applications, and highlight areas for optimization to support operational efficiency and scalability

Infrastructure & Systems Operations

• Manage and support the day-to-day operations, maintenance, and optimization of servers, networks, and IT infrastructure
• Execute and coordinate server builds, network configurations, and system upgrades, including migration to virtual environments where applicable
• Monitor system availability, reliability, and performance, ensuring timely identification and escalation of issues
• Maintain accurate and up-to-date technical documentation, including network configurations and system-related records
• Support the implementation and tracking of IT assets across their lifecycle, from procurement to disposal, ensuring proper documentation and utilization

Systems & Development Coordination

• Coordinate with the Software Development team to support the execution of system enhancements, bug fixes, and ongoing development activities
• Assist in the testing, validation, and deployment of internal software solutions and system updates
• Ensure adherence to defined development processes, coding standards, and best practices
• Support the implementation of improvements, upgrades, and optimizations within the internal system and related applications
• Act as a bridge between business stakeholders and the development team to ensure requirements are clearly communicated and understood
• Assist in gathering and documenting requirements, and support the translation into functional specifications
• Track progress of development tasks and follow up to ensure timely delivery in line with agreed priorities

Project Coordination & Execution

• Support the execution of IT-related projects, ensuring alignment with defined requirements and timelines
• Coordinate project activities, track progress, and follow up with internal teams and external vendors to ensure timely delivery
• Monitor project status, identify potential risks or delays, and escalate to the Head of IT as required
• Assist in maintaining project documentation, status updates, and reporting for internal review

Vendor Coordination & Cost Support

• Coordinate with external IT vendors and technology partners for day-to-day operations, support, and issue resolution
• Monitor vendor performance against agreed service levels (SLAs) and highlight any gaps or concerns
• Support the management of vendor deliverables, follow-ups, and service requests to ensure timely execution
• Assist in tracking IT-related expenses and maintaining records to support budget monitoring and cost optimization initiatives

AI & Automation Enablement

• Utilize AI-powered tools (e.g., Claude, or similar) to enhance productivity in day-to-day IT operations, troubleshooting, and documentation
• Support the implementation of AI-assisted workflows across IT and system-related processes as defined by the Head of IT
• Leverage AI tools to assist in debugging, system analysis, and improving development and operational efficiency
• Assist in identifying opportunities where AI tools can improve internal processes and report findings for further evaluation
• Ensure responsible and secure usage of AI tools in line with company data protection and governance guidelines

REQUIRED SKILLS, EDUCATION AND CERTIFICATIONS

• Bachelor’s degree in computer science, Computer Engineering, or a related field preferred
• 5–7 years of experience in information technology, covering both infrastructure operations and application support
• Strong problem-solving skills with a practical and solution-oriented approach
• Analytical mindset with the ability to investigate issues and identify root causes
• Good verbal and written communication skills, with the ability to coordinate across technical and non-technical teams
• Strong organizational, project coordination, and time management skills
• Ability to manage multiple priorities and work in a fast-paced operational environment
• Experience working with IT infrastructure (servers, networks) and exposure to application systems (e.g., CRM, internal platforms)
• Familiarity with coordinating software development activities and working with external vendors or development teams
• Exposure to AI-powered tools (e.g., Claude, or similar) for enhancing productivity, troubleshooting, documentation, and development support
• Ability to leverage AI tools to assist in debugging, system analysis, and improving operational efficiency
• Microsoft Systems Administration / System Engineer certification or similar will be an asset

Job Type: Full-time

Work Location: In person