IT Operations Manager
Stefanini Group
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Zusammenfassung
Stefanini Group is seeking an IT Operations Manager to lead the day-to-day IT Operations services, providing 24/7 coverage and efficient incident handling. You will supervise shift-led teams, coordinate with Infrastructure, Security, and Network teams, and drive continuous improvement across monitoring, events, and disaster recovery.
You will promote service quality, accuracy of reporting, and develop team capabilities while ensuring clear ownership and escalation paths for major incidents.
Qualifikationen
- Operational leadership experience in IT Operations.
- Experience in incident and escalation management.
- Strong monitoring and event management knowledge.
- Familiarity with disaster recovery and business continuity concepts.
Aufgaben
- Lead day-to-day IT Operations activities and ensure adequate operational coverage.
- Allocate responsibilities across shifts to cover monitoring, incidents, requests and planned activities.
- Coordinate through shift leads and maintain clear ownership of operations.
- Act as escalation point for operational issues requiring management attention.
- Ensure continuity of operations when leaders or key resources are unavailable.
- Oversee monitoring of infrastructure and applications within the IT Operations scope.
- Review, investigate, action or escalate alerts in a timely manner.
- Coordinate onboarding and prerequisites to monitor new infrastructure and data centers.
- Work with cross-functional teams to improve monitoring coverage and actionability.
- Ensure incidents are recorded and managed through the ticketing process.
- Perform L1 troubleshooting before escalation and maintain clear escalation routes.
- Document troubleshooting actions, findings and handovers in tickets.
- Coordinate DR activities and ensure readiness for continuity scenarios.
- Oversee event management, incident resolution and request fulfillment quality.
- Coordinate access-related activities, backups and patch-management within scope.
- Promote accurate, validated operational reporting and KPI tracking.
- Develop team capabilities through training and certifications.
Kenntnisse
Jobbeschreibung
The IT Operations Manager leads the day-to-day delivery of IT Operations services, ensuring reliable 24/7 operational coverage, monitoring, incident handling and infrastructure support. The role provides operational leadership to the team, organizes work across shifts, drives effective resolution and escalation, and coordinates with Infrastructure, Application Support, Security, Network and other technical teams when specialist support is required.
The role also promotes operational discipline, service quality, reporting accuracy, team capability development and continuous improvement.
- Lead day-to-day IT Operations activities and ensure adequate operational coverage.
- Ensure responsibilities and recurring activities are allocated effectively across shifts.
- Coordinate through shift leads and maintain clear ownership of monitoring, incidents, requests and planned activities.
- Act as an escalation point for operational issues requiring management attention.
- Ensure continuity of operations when leaders or key resources are unavailable.
- Ensure continuous monitoring of infrastructure and applications within the agreed IT Operations scope.
- Ensure alerts are reviewed, investigated, actioned or escalated in a timely manner.
- Coordinate the onboarding and access prerequisites required to monitor new infrastructure and data centers.
- Work with Infrastructure, Network, Security and application teams to improve monitoring coverage and actionability.
- Ensure incidents are recorded and managed through the defined ticketing process.
- Ensure appropriate L1 troubleshooting is performed before escalation.
- Maintain clear escalation routes to L2, L3 and specialist teams.
- Ensure troubleshooting actions, findings and handovers are documented in tickets.
- Coordinate the operational response to major or high-impact incidents.
- Follow up on unresolved incidents and recurring operational issues.
- Oversee the execution and quality of event management, incident management, L1 incident resolution and request fulfillment.
- Coordinate access-related operational activities, backup monitoring and patch-management activities within scope.
- Ensure IT Operations readiness and participation in disaster recovery activities.
- Maintain clear procedures, runbooks and handover practices for recurring activities.
- Ensure operational reports and KPIs are accurate, consistent and understandable.
- Establish appropriate validation and review before stakeholder communications are issued.
- Monitor backlog, aging, incidents and operational activities to identify risks or bottlenecks.
- Coordinate the resolution of data inconsistencies with responsible technical and tooling teams.
- Promote high-quality ticket documentation and traceable operational evidence.
- Ensure appropriate team readiness and coverage for continuity scenarios.
- Coordinate IT Operations participation in disaster recovery exercises and operational changes.
- Ensure suitable representation, contactability and handovers during DR activities.
- Support activation and recovery activities that fall within IT Operations scope.
- Develop the technical, operational and analytical capabilities of team members.
- Identify training and certification needs aligned with the technology roadmap.
- Encourage knowledge sharing, mentoring and cross-training.
- Ensure team members understand their responsibilities, escalation paths and quality expectations.
- Build a culture of accountability, ownership and continuous learning.
- People manager for 7 IT Ops Officers and dotted line for 8 Application Support Engineers.
- Identify opportunities to automate or simplify repetitive operational activities.
- Improve monitoring, reporting, dashboards, runbooks and operating procedures.
- Drive improvements in ticket quality and operational documentation.
- Reduce avoidable manual effort and improve operational efficiency.
- Promote collaboration between IT Operations and Application Support where priorities and skills overlap.
- Maintain effective collaboration with Infrastructure, Application Support, Service Desk, Network, Security, SRE and service owners.
- Coordinate operational dependencies, escalations and follow-up actions.
- Ensure the team has the access, information and procedures required to provide effective L1 support.
- Provide clear and timely operational communication to management and stakeholders.
- Documented, repeatable operational procedures
- Effective monitoring and timely alert handling
- DR and continuity readiness
- Consistent incident ownership and escalation
- Continuous improvement of IT Operations
- Accurate and actionable operational reporting
- Development and readiness of the team
- High-quality ticket documentation
- Effective cooperation with Frontline and technical teams
- Effective shift organization and coverage
- Head of IT Operations
- Infrastructure teams
- Application Support
- Service Desk
- Network teams
- Security teams
- SRE and technical experts
- Service and application owners
Operational team leadership; people development and coaching; shift and resource coordination; stakeholder management; decision-making under operational pressure.
Operational team leadership; people development and coaching; shift and resource coordination; stakeholder management; decision-making under operational pressure.
IT Operations and service management; incident and escalation management; monitoring and event management; infrastructure operations; continuity and disaster recovery; reporting and KPI management.
Ownership and accountability; customer and service orientation; analytical problem solving; clear communication; cross-team coordination; continuous-improvement mindset.
The preceding job description had been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties and responsibilities required of employees assigned to this job.
Here at the Stefanini Group, we value plurality and equity, regardless of race, sexual orientation, disability, age, ancestry, religion, gender, and nationality. We understand and encourage the importance of being you!
We are the Stefanini group, a global tech consulting company of Brazilian origin that believes in the power of people to transform businesses through technology.
We are present in over 40 countries and operate with the purpose of co-creating solutions TOGETHER WITH OUR CLIENTS that accelerate results and improve the experience of people and organizations.
Here, we like to say that technology is not the end, but the means: what really matters are the people who drive it all.
Our mindset is AI First, meaning we invest in cutting-edge technology in everything we do, focusing on results for our clients.
We are a company, A GROUP, that breathes collaboration and offers a dynamic environment where you will learn by doing, grow alongside the team, and have space to contribute with ideas and projects.
More than just talking about digital transformation, we believe in real transformation that starts with people and impacts real businesses.
If you are looking for a place to develop, innovate, and be part of something bigger, the Stefanini Group is your place.
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