IT Operations Manager

Description

Job Summary: IT Operations Manager responsible for ensuring the continuous, secure, and efficient operation of clients’ IT infrastructure and services, leading continuous improvement and process standardization. Key Highlights: 1. Leads the continuous and secure operation of IT infrastructure and services. 2. Manages critical IT services and drives continuous improvement by applying best practices. 3. Supervises infrastructure and Service Desk teams. 1) General Information · Position: IT Operations Manager · Department: Information Technology · Reports to: CEO and General Manager · Supervises: Infrastructure and Service Desk 2) Purpose of the Position (Overall Objective) Ensure the continuous, secure, and efficient operation of our clients’ IT infrastructure and services (servers, networks, security, backups, and support) through proactive management, SLA compliance, and adoption of best practices (ITIL, COBIT, ISO/IEC 20000, and ISO/IEC 27000). Lead continuous improvement, process standardization, and reduction of operational and security risks. 3) Scope · Coverage: Our clients’ infrastructure and end users. · Critical Services: Authentication (AD/Entra ID), corporate network, internet, core applications, email, collaboration, endpoint security, backups/DR. · Schedule/Availability: Monday–Friday business hours, with on-call coverage and response to critical incidents 24/7. · Interactions with: Applications, Information Security, Procurement, Vendors, Audit, Compliance/Legal. 4) Key Responsibilities4.1 Operations & Service · Ensure availability and performance of our clients’ IT services and platforms. · Manage the Incident–Problem–Change–Request–Knowledge lifecycle (ITIL). · Administer SLAs/OLAs with internal departments and client contracts. 4.2 Infrastructure and Windows Server · Administer Windows Server (2016/2019/2022): Active Directory, DNS, DHCP, GPO, File/Print Services, WSUS. · Plan patching, hardening, vulnerability management, and automation of recurring tasks. · Manage virtualization (Hyper‑V/VMware) and storage (SAN/NAS) (preferred). 4.3 LAN, WAN, and WiFi Networks · Design, configure, and operate enterprise LAN/VLAN, WAN, SD‑WAN, and WiFi. · Monitor performance, latency, capacity, and security; perform N2/N3 troubleshooting. · Brand experience: Ruijie (switching, WiFi, controllers, cloud management) and Ubiquiti (UniFi, controllers, AP/switch adoption, policies, QoS). 4.4 Perimeter and Endpoint Security · Firewalls: design and administration of policies, NAT, site‑to‑site and remote VPN, segmentation, IDS/IPS. · WatchGuard (Fireware, Dimension) and Check Point (SmartConsole, policy layers, CCSA/CCSE). · Antivirus/EDR: policy administration, incident response, containment, reporting. · Check Point Endpoint Security (policies, basic forensics). 4.5 Backup, Recovery, and Continuity · Define, implement, and test backup and recovery (RPO/RTO, 3‑2‑1, restoration testing). · Acronis (backup plans, versions, encryption, validation, DR runbooks). · Maintain and test BCP/DRP and coordinate simulation exercises. 4.6 Governance, Compliance, and Best Practices · Implement ITIL (v4) processes: incidents, problems, changes, assets, and configuration. · Align controls with COBIT (control objectives and business alignment). · Contribute to compliance with ISO/IEC 20000 (service management) and ISO/IEC 27000 (security). · Prepare audit evidence, identify gaps, and execute remediation plans. 4.7 Projects and Continuous Improvement · Lead modernization, migration, security, and hybrid cloud projects (preferred). · Manage capex/opex, schedules, risks, and executive communications. · Promote automation and observability (monitoring, alerts, dashboards). 4.8 Team Management · Structure the operations team. · Develop competencies, mentor, and conduct performance evaluations. · Foster a culture of service, documentation, and continuous learning. 5) Position Requirements5.1 Academic Qualifications · Degree in Systems Engineering, Computer Science, Telecommunications, or related field. · Preferred: Graduate degree in IT, Cybersecurity, or Administration. 5.2 Experience · 5+ years in infrastructure/networks/security. · 2+ years leading operations teams or squads. · Implementations involving firewalls, enterprise WiFi, Windows Server; and backup/DR management. · Exposure to audits or initiatives based on ITIL/COBIT/ISO. 5.3 Technical Knowledge · Windows Server administration (AD, DNS, DHCP, GPO). · Enterprise LAN/WAN/WiFi, VLANs, routing, QoS, N2/N3 troubleshooting. · Firewalls (policies, VPN, NAT, IDS/IPS). · Corporate antivirus/EDR (policies, basic response). · Backup and recovery (restoration testing). · Monitoring and patch management. · Ruijie and/or Ubiquiti (UniFi) for networking. · WatchGuard and/or Check Point for firewalls (CCSA/CCSE plus). · Check Point Endpoint (antivirus/EDR). · Acronis (Cyber Protect/Backup). · Virtualization (Hyper‑V/VMware), Azure/M365 (Entra ID, Intune). 5.4 Frameworks · ITIL v3/v4 (Foundation preferred). · COBIT (practical knowledge of control objectives). · ISO/IEC 20000 and ISO/IEC 27000 (operational application and evidence generation). 5.5 Soft Skills · Leadership, decision‑making, and pressure management. · Executive communication and translation of technical risks into business impact. · Vendor negotiation and crisis management. · Analytical thinking and continuous improvement orientation. 6) Tools and Technology Environment (Reference) · Systems: Windows Server, basic Linux (preferred). · Networking: Switching/routing, WiFi controllers (Ruijie/UniFi), SD‑WAN (if applicable). · Security: WatchGuard / Check Point, Check Point AV/EDR, MFA, MDM/Intune (preferred). · Backup/DR: Acronis (on‑prem/cloud), runbooks, immutable vaults (if applicable). · Monitoring/Logs: PRTG/Zabbix/SolarWinds, Syslog, SIEM (preferred). · Service Management: ITSM (Jira/ServiceNow/GLPI/Freshservice). 7) Competencies and Certifications (Preferred) · ITIL v4 Foundation. · CCSA/CCSE (Check Point), WatchGuard (Fireware). · Ubiquiti (UEWA/UXP) or equivalents; Ruijie (RCNA/RCNP) if available. · Acronis Certified (Backup/Cyber Protect). · Azure Administrator/Network/Security (preferred in hybrid environments). Employment Type: Full‑time Salary: $18,000.00 – $20,000.00 per month Work Location: On‑site