It Operations

IT Operations Overview

• The IT Operations role focuses on leading service operations within a dynamic asset management environment.
• Oversee end-to-end monitoring of technology platforms and business services to ensure operational stability.
• Act as the primary coordinator for major issue resolution, managing cross-functional teams effectively.
• Drive continuous improvement initiatives, leveraging automation and AIOps tools for operational efficiency.
• Collaborate with senior stakeholders to maintain service quality and enhance business impact.
• Provide leadership and coaching to operational team members, fostering a culture of excellence.
• Present operational KPIs and SLA compliance findings to senior leadership regularly.
• Ensure readiness for new releases and deployments by partnering with change teams.

IT Operations Key Responsibilities & Duties

• Lead operational monitoring and issue management across technology platforms and business services.
• Manage escalations and maintain effective communication during service disruptions.
• Define and report on service availability and operational KPIs to leadership.
• Drive structured problem management initiatives to address recurring issues.
• Update and maintain operational procedures, runbooks, and escalation matrices.
• Champion automation tools to reduce manual effort and improve resolution times.
• Provide coaching and performance management to operational team members.
• Assess operational readiness for new releases and deployments.

IT Operations Job Requirements

• Bachelor of Science (BS) degree required, preferably in a related field.
• Minimum 7 years of experience in IT service operations or production support.
• Proven leadership experience in managing incident response and escalations.
• Familiarity with ITIL frameworks; ITIL v4 certification preferred.
• Proficiency in ITSM and observability platforms like ServiceNow and Splunk.
• Experience with Jira and Confluence for ticketing and documentation.
• Exposure to AIOps and automation tools is advantageous.
• Strong communication skills and ability to work under pressure.