IT Operations Manager

Concentrix; Lisboa; On-site; EUR 50,000 - 70,000; Full time

Job summary

A global IT services firm in Lisbon is seeking an experienced IT Operations Manager to oversee end-user support and ensure compliance with security standards. The role involves managing incidents, backups, and technical support while leading a team. A strong background with 12+ years in IT, a Bachelor's degree, and relevant certifications like ITIL V3 or MCSE is required. This is a full-time position at a mid-senior level, offering a collaborative work environment.

Qualifications

• 12+ years of relevant experience.
• Insights on Windows-based server operating systems and Network equipment.
• Prior people management experience managing a team of 15–20 members.

Responsibilities

• Ensure compliance with PCI and HIPAA accounts.
• Participate in the Incident Management process.
• Oversee daily management of backups.

Skills

Incident Management

Backup Management

Technical Support

Asset Management

Employee Management

Education

Bachelor's Degree / Postgraduate (or equivalent)

Tools

Remedy

ITIL V3 Framework

SCCM

Job description

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• Job Title: IT Operations Manager
• Role Overview:
• The IT Operations Manager is responsible for delivering comprehensive end-user support across the organization's deskside environments, encompassing network, telephony, and applications. The role involves maintenance, analysis, troubleshooting, and the repair, replacement, or upgrade of deskside systems, hardware, software, and peripherals, all in coordination with respective platform teams. This position acts as an escalation point to ensure that tickets and incidents are resolved in alignment with SLAs.
• Key Responsibilities:
• Incident Management: Actively participate in the Incident Management process, handling Sev1 incidents by validating production floor artifacts, conducting Ping/Trace Route, and coordinating troubleshooting sessions across platforms to isolate issues.
• Backup Management: Oversee the daily management and monitoring of backups, manage tape inventory for Concentrix and customer-owned tapes, and facilitate data restoration requests.
• Transition Support: Provide solutions and support for new transitions regarding Image and Desktops readiness.
• Security Compliance: Ensure all PCI and HIPAA accounts adhere to IT security standards. Implement security controls via Active Directory group policies across production desktops.
• BCP Support: Assist in BCP testing for IT infrastructure, including failover tests for firewalls, networks, and servers, ensuring compliance with BCP guidelines and contractual obligations.
• Compliance and Audit: Maintain system compliance and perform audits according to COPC, ISO 27001 standards, ensuring full contract compliance.
• Technical Support: Offer L2 / L3 support for network, server, and voice infrastructure for both CNX and client-owned equipment.
• Daily Operations: Validate controls for printer permissions, AD user permissions, and software installations. Update images and documents on SCCM servers to ensure latest patches and software are applied.
• Bandwidth Management: Measure and report monthly bandwidth utilization for accounts.
• Asset Management: Ensure client asset/software validation and inventory inclusion.
• Health Checklist: Maintain and update health checklists regularly.
• Local Server Management: Manage local DNS/DHCP/File servers for day‑to‑day service delivery operations.
• Employee Management: Evaluate employee performance, process leave requests, manage employee relations, assess staffing needs, and handle hiring and orientation in accordance with company policies.
• Qualifications and Requirements:
• 12+ years of relevant experience
• Bachelor's Degree / Postgraduate (or equivalent)
• Preferred certifications: ITIL V3, MCSE, CCNA
• Insights on Windows-based server operating systems, Network, and Voice equipment
• Knowledge of ITIL V3 Framework
• Familiarity with Windows, Network, and Voice systems
• Proven experience in problem management, incident management, customer/client management, change management, RCA, and ticket analysis
• -Intermediate understanding of Enterprise Networks, Active Directory setup, and Windows servers
• Demonstrable experience in enhancing ticket resolution using Remedy and ITIL-based frameworks,
• maintaining systems compliance and audits as per ISO/IEC 27001:2013, ISO 22301 Business Continuity & PCI.
• Flexibility to stretch and meet deadlines.
• Prior people management experience managing a team of 15–20 members.
• Experience in BPO companies is preferred.

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Seniority Level

Mid-Senior level

Employment Type

Full-time

Job Function

Information Technology

Industries

IT Services and IT Consulting