Manager IT

Oxiliry; Hyderabad City Taluka; Presencial; PKR 2.600.000 - 5.200.000; Jornada completa

Descripción de la vacante

Oxiliry in Pakistan is seeking an experienced IT Operations Leader to head service delivery and IT operations. You will define standards, drive performance, and collaborate with engineering, support, and business teams to deliver reliable services.

The role emphasizes ITIL practices, AI-driven improvements, incident management, and building a high-performing team through coaching and ownership. A strong security-minded approach is required.

Formación

• Bachelor’s or Master’s degree in Computer Science, Information Technology, or a related field.
• 8+ years in IT, including 4+ years leading service delivery or IT operations teams.
• A proven customer success track record with measurable results.
• ITIL 4 Foundation certification and the judgment to apply it practically.
• Strong knowledge of Microsoft 365, Entra ID, networking (VPNs, routers, switches, firewalls), cloud, and security operations.
• Strong knowledge of RTSP, its applications in CCTV/video monitoring environment and DVR/NVR network infrastructure.
• Hands-on experience with Kaseya, Cacti, Zabbix, and SIEM platforms, plus practical use of AI in IT operations.
• A history of coaching teams to communicate better and work more carefully.

Responsabilidades

• Lead and define performance standards for communication, quality, and ownership across teams.
• Drive performance goals, provide honest feedback, and address gaps quickly.
• Collaborate with engineering, support, and business teams to deliver results.
• Own incident management, change management, and proactive service improvements.

Conocimientos

Clear Communication

Attention to Detail

High-Level Thinking

Coaching and Ownership

Educación

Bachelor’s or Master’s degree in Computer Science/IT

Herramientas

Kaseya

Cacti

Zabbix

SIEM platforms

Descripción del empleo

Key Responsibilities

Team Leadership

• Set the bar. Define what great communication, quality, and ownership look like, and model it every day.
• Drive performance. Set clear goals, give honest feedback often, and address gaps quickly.
• Build bridges. Work closely with engineering, support, and business teams to get things done.

Customer Experience

• Own the relationship. Be accountable for how customers feel, from everyday service to tough escalations.
• Stay ahead. Keep customers informed before they ask, with clear next steps, owners, and timelines.
• Turn feedback into action. Run service reviews that uncover what matters and lead to real change.

Operations and Service Management

• Keep it reliable. Oversee secure, stable operations across networks, servers, cloud, endpoints, identity, and backups.
• Put ITIL to work. Run incident, problem, change, and request management that works in the real world.
• Lead under pressure. Own major incidents from first alert to root cause and permanent fix.
• Let data guide you. Track SLAs, satisfaction, and backlog, and act on what the numbers show.

AI and Continuous Improvement

• Automate with care. Use AI and automation to speed up troubleshooting, documentation, and reporting, with the right data safeguards.
• Fix it early. Spot gaps before they become recurring problems, then measure the results.

Core Competencies

You'll help the team reach its next level. You live these four standards yourself, and you coach until they're simply how everyone works.

1. Clear Communication

   In practice: You can explain a security risk to a business owner in 60 seconds, and they act on it. Your updates never need a follow-up question.

   Across the team: You review ticket notes and customer emails, model strong writing, and coach until every technician communicates like a pro.

2. Attention to Detail

   In practice: Nothing slips. Commitments, follow-ups, and handoffs get tracked and closed.

   Across the team: You build quality checks into tickets, changes, and documentation, and hold the line kindly and consistently.

3. High-Level Thinking

   In practice: You spot patterns across tickets and customers, and you fix the system, not the symptom.

   Across the team: You teach people to ask "why does this keep happening?" and run problem reviews that make it a habit.

4. Coaching and Ownership

   In practice: You own outcomes and never pass blame.

   Across the team: Through weekly 1:1s, honest feedback, and clear growth paths, your people get better every quarter.

Qualifications

Required

• Bachelor’s or Master’s degree in Computer Science, Information Technology, or a related field.
• 8+ years in IT, including 4+ years leading service delivery or IT operations teams.
• A proven customer success track record with measurable results.
• ITIL 4 Foundation certification and the judgment to apply it practically.
• Strong knowledge of Microsoft 365, Entra ID, networking (VPNs, routers, switches, firewalls), cloud, and security operations.
• Strong knowledge of RTSP, its applications in CCTV/video monitoring environment and DVR/NVR network infrastructure.
• Hands-on experience with Kaseya, Cacti, Zabbix, and SIEM platforms, plus practical use of AI in IT operations.
• A history of coaching teams to communicate better and work more carefully.

Preferred

• Managed services provider (MSP) experience.
• ITIL 4 Managing Professional or higher.
• Microsoft or security certifications such as MS-102, AZ-104, or Security+.