It Operations Manager

Job Description IT Operations Manager

Client: OPAL
Location: Dahej

Interview Mode: Virtual

Role Overview

The IT Operations Manager will oversee daily IT infrastructure and Facility Management Services (FMS) for OPAL. The role involves managing support engineers, ensuring SLA compliance, handling escalations and coordinating with the client and vendors to maintain service continuity.

Qualification & Experience

• Diploma in IT, ECE, Computer Science, Computer Engineering or Electronics & Communication with at least 7 years of IT experience; OR
• Any degree with at least 5 years of IT experience.
• Only post-qualification experience will be considered.
• Knowledge of the ITIL framework is desirable.
• Manufacturing industry experience will be an added advantage.

Key Responsibilities

Team Management & Service Delivery

• Manage daily IT operations and ensure compliance with contractual SLAs.
• Act as the primary point of contact between OPAL and the contractor.
• Prepare shift rosters, arrange backup coverage and ensure proper shift handovers.
• Maintain daily activity records and coordinate replacement handovers with a minimum seven-day overlap.

Helpdesk, Incident & Escalation Management

• Monitor and assign tickets to the appropriate FMS engineers through Motadata ITSM.
• Track incidents and service requests through resolution.
• Manage escalations, coordinate critical incident resolution and support change management.
• Maintain call-handling procedures, helpdesk records and service reports.

Infrastructure Operations

• Coordinate daily operations with OPAL’s data centre management team.
• Oversee support for desktops, servers, networks, storage, backups and plant communication infrastructure.
• Review infrastructure availability, resource utilisation and operational issues.
• Coordinate maintenance, infrastructure upgrades and vendor support to maintain service continuity.

Asset Management & Documentation

• Maintain IT asset inventories and track asset movements.
• Ensure engineers maintain daily job sheets and activity updates.
• Maintain operational procedures, support records and technical documentation.

MIS Reporting & Client Coordination

• Prepare monthly MIS reports and management updates.
• Conduct monthly service reviews with OPAL’s Engineer-in-Charge.
• Review SLA performance, support calls, infrastructure health, backup completion and critical incidents.
• Track pending issues and recommend service improvements.
• Coordinate vendor activities, staffing requirements and gate pass creation or renewal.

Required Technical Knowledge

• IT service desk operations, SLA management, incident handling, escalation management and change management.
• IT asset tracking, MIS reporting and ticket analysis.
• Server, network and plant communication operations.
• Working knowledge of Microsoft products, HP-UX, SUSE Linux, HP backup and storage systems, VMware and Hyper-V.
• Familiarity with ITSM tools, preferably Motadata.

Required Competencies

• Strong team management, communication and problem-solving skills.
• Effective client and vendor coordination.
• Ability to prioritise critical issues and maintain accurate operational reports.

Work Requirements

• Willingness to work at or relocate to Dahej.
• Flexibility to support shifts, weekends and extended hours as required for 247 IT infrastructure availability.
• Availability during critical incidents, maintenance and infrastructure changes.

If the JD is well aligned with your roles and responsibilities share us your updated resume to [email protected] or WhatsApp 9769019644