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IT Operations Manager (NOC/L2)

Dijital Team

Colombo

Remote

Full Time

Calm

Summary

Responsibilities

Manage the staffing of the IT Ops Team to ensure adequate resource levels during operational hours.
Oversee skill and experience levels of the team to manage relevant requests and propose remediation plans.
Ensure delivery of contracted services to customers and manage incidents, requests, and problems within the team.

Requirements

Management or Team Leader experience in leading skilled engineering teams.
4 years of IT experience in backend infrastructure including servers and networks.
Strong scripting and automation skills in tools such as PowerShell and WMI.

Work-Life Balance Benefits

Remote work options
Flexible working hours
Generous vacation policies

Benefits

Supportive company culture
Opportunities for professional development
Employee wellness programs

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Full Details of Job Post

The IT Ops Team will be an enabler for the company and its customers to do their job more effectively by leveraging from greater controls, awareness and tools. The role will have overall responsibility for leading both the NOC (Network Operations Centre) and ISC Level 2 team (Infrastructure Services Centre). The goal of this role is to ensure the IT Ops Team can deliver its objectives under high quality and customer satisfaction. This includes ensuring the team have adequate experience, capability and skills and meeting technical excellence. The role requires the drive and dedication to continuously develop and improve the products and environment to compliment what is already in place for the company and its clients. This role is a semi hands-on role requiring both people management and technical leadership / guidance skills

Responsibilities:

Ensuring the IT Ops Team is staffed to satisfactory levels during all operational hours. We should always have enough staff to meet deliverables at the same time managing resource cost.
Ensuring the IT Ops Team is skilled and experienced to handle all relevant requests.
This includes highlighting skills and resource risks and proposing plans for remediation.
Management of staff leave to ensure we are always adequately resourced and appropriate cover is provided (Including yourself).
Ensure that employee backups and contingencies are in place to support our customers (We do not want to be in a situation where we rely on one individual for any important tasks/roles).
Ensure the delivery of all contracted services to customers, including internal teams.
Management and effective resolution of all Incidents, requests and problems within the team and meeting the agreed SLA’s.
Ensuring all owned systems are documented and kept up to date.
Ensure staff are provided clear goals, KPI's and OKRs to achieve.
Ensure staff are happy, effective, and productive.
Ensuring high availability of IT Ops management platforms and minimising outages.
Development of process and procedures where required.
Hold regular team meetings.
As a point of contact for customers utilising the company’s IT Ops management tools and reporting.
Tickets and service deliverables ownership and management.
To look for ways to create efficiency in the delivery teams by identifying manual and complex tasks, which can be automated.
Identify and implement scripting and automation opportunities with ISC and Services Leads (e.g. VBS, PS1, N-SQL, VB, WMI, Batch).
Evaluation and selection of tasks that can be delegated from ISC Level 3 to IT Ops
Providing recommendations and roadmaps presentations to internal stakeholders.
Providing support to other internal service delivery teams when required.
Providing weekly reports on team performance and other items to your manager.

Management of NOC team that is responsible for:
24 x 7 alert & event response and triage.
After hours phone support for Infrastructure Service Centre.
After hours infrastructure ticket resolution.
After hours Backup issue resolution.

Management of ISC L2 team that is responsible for:
Systems: Windows servers, M365, Azure, Citrix, VMware, Storage, SQL, Email security, security products
Networks: Routing, switching, firewalls, DIA services, Premium fibre connections
Backup: Ownership of Backup Services across empower Cloud customers and customer owned backup systems.
Automation: Drive automation capability within ITOps

To be successful in this role, you will have:

Management or Team Leader experience in managing a team of highly skilled engineers.
Previous role with an IT&T System Integrator, Service Provider, or similar organisation.
4 Years IT experience working with servers, networks, security and other backend infrastructure.
At least 2+ Years administering network monitoring software (e.g. Solarwinds, N- Able, BMC Portal/Patrol, SCOM etc).
At least 2+ years administering RMM (Remote Management & Monitoring) software (e.g. N-Central, N-Able, Kaseya, ConnectWise).
Strong knowledge of commercial backup solutions such as Veeam; Shadow Protect; Datto; Symantec and HP Simplicity.
Industry experience working within the ITIL framework.
Excellent scripting and automation skills (PowerShell, WMI, VB etc).
Proven ability to create and document business processes and workflows.
Strong documentation skills.
Strong presentation and communication skills.
Strong problem-solving skills.
Able to communicate at all levels (technical to management).
Strong customer service skills.
Knowledge of the ITIL IT Service Management Framework.
Analytical and problem-solving skills.
Team orientated.