IT Operations Manager (Data Centre Infrastructure)

Key Responsibilities

Operations Leadership

• Lead, coach, and develop a team of approximately 12 operations staff, including Shift Leads and L1 Engineers.
• Oversee 24x7 operational support for GPU infrastructure and associated platforms.
• Foster a culture of operational excellence, accountability, continuous improvement, and collaboration.
• Ensure consistent operational practices, effective shift handovers, and on-call readiness across all shifts.

Service Delivery & ITSM

• Own end-to-end service delivery and ensure achievement of customer SLAs.
• Manage incident, major incident, problem, and change management processes in accordance with ITSM best practices.
• Monitor service performance, identify risks to SLA compliance, and implement corrective actions.
• Lead post-incident reviews and drive preventive improvements to reduce recurring issues.

ITSM & Process Improvement

• Administer and optimize Jira Service Management (or equivalent ITSM platform).
• Establish and maintain ticket management standards, workflows, and data quality.
• Drive automation of operational processes, approvals, and notifications to improve efficiency.
• Develop operational dashboards, KPIs, and reporting to provide visibility into service performance.

Customer & Vendor Management

• Serve as the primary operational contact for customers on service-related matters, ensuring timely and transparent communication.
• Coordinate with hardware, GPU, networking, and data center vendors to support operational activities.
• Ensure operational processes, documentation, SOPs, and runbooks are maintained and continuously improved.

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Requirements

• Bachelor's degree in Computer Science, Information Technology, Electrical Engineering, or a related discipline. Equivalent practical experience will also be considered.
• Minimum 10 years of experience in IT infrastructure, cloud, or data center operations.
• At least 5 years of experience leading operations teams in a 24x7 environment.
• Strong understanding of ITIL/ITSM processes, including Incident, Problem, Change, and Service Request Management.
• Proven experience managing service delivery and customer SLAs.
• Hands-on experience with Jira Service Management or a similar ITSM platform.
• Familiarity with GPU infrastructure, AI/HPC environments, or high-performance computing operations is an advantage.
• Experience developing operational procedures, SOPs, runbooks, and governance frameworks.
• Strong leadership, stakeholder management, communication, and problem-solving skills.