IT Operations Manager

About the Organization

We are a technology-driven managed services provider supporting U.S.-based clients through technology, business solutions, and IT operational support. Our growing team works in a professional, collaborative environment with a strong focus on service quality, innovation, and continuous improvement.

Job Details

• Location: Karachi
• Shift: 9:00 PM – 6:00 AM
• Job Type: Full-time | On-site | Night Shift
• Working Days: Monday – Friday
• Experience: 8+ years
• Education: Bachelor's degree in Computer Science, Information Technology, or a related field

Key Responsibilities

• Oversee daily IT operations across multiple client environments.
• Ensure compliance with SLAs, KPIs, and contractual service commitments.
• Lead and manage technical support, system administration, and help-desk teams.
• Handle incident escalations and ensure timely resolution of critical issues.
• Conduct service reviews with clients and maintain strong service satisfaction.
• Optimize operational processes and implement ITIL-based best practices.
• Monitor infrastructure, networks, servers, and cloud environments.
• Prepare operational reports, SLA dashboards, and performance metrics.

Requirements

• 8+ years of experience in IT Operations, including experience in an MSP/IT services environment.
• Proven experience managing technical support or infrastructure teams.
• Strong knowledge of Windows/Linux servers, networking, virtualization, and cloud platforms such as AWS, Azure, or GCP.
• Familiarity with RMM tools, PSA systems, and ticketing platforms.
• Strong understanding of ITIL frameworks and IT service management practices.
• Strong leadership, team management, and problem-solving skills.
• Excellent verbal and written English communication skills.
• Strong stakeholder management and ability to manage multiple client environments.
• Bachelor's degree in Computer Science, Information Technology, or a related field.

Why Join Us?

• Opportunity to work with a technology-driven organization supporting U.S.-based clients.
• Exposure to international clients, managed IT services, and multiple technology environments.
• Professional growth and career development opportunities.
• Paid leaves
• Medical coverage
• Complimentary meal
• Collaborative and professional work environment.

Job Type: Full-time

Pay: Rs250,000.00 - Rs450,000.00 per month

Application Question(s):

• What is your current and expected salary
• What is your highest completed educational qualification?
• How many years of experience do you have working in an IT services or MSP environment?
• Have you managed technical support, system administration, or help-desk teams? If yes, please briefly describe.
• Do you have experience managing multiple client environments and ensuring SLA/KPI compliance?
• Do you have experience handling technical escalations and critical incidents? If yes, please briefly describe.
• Do you have experience with Windows/Linux servers, networking, and virtualization?
• Which cloud platforms have you worked with, such as AWS, Azure, or GCP?
• Which RMM, PSA, or ticketing platforms have you worked with?
• Are you available to work on-site in Karachi from 9:00 PM to 6:00 AM, Monday to Friday?
• Please mention your current notice period in days and your earliest possible joining date.
• Do you have excellent verbal and written communication skills in English?
• Do you hold any relevant IT certifications? If yes, please mention.
• Do you have experience preparing SLA dashboards, operational reports, or performance metrics?

Work Location: In person