Role Title: IT Operations Manager
ECLARO: A quick Summary
ECLARO is an award-winning professional services firm headquartered in New York City and operating in the U.S., Canada, UK, Ireland, Australia and the Philippines. We are dedicated to a singular purpose: providing the Right People to meet every client's needs and solve business challenges through strategic staffing, permanent placement, custom outsourcing & offshoring. Utilizing our proprietary TRINIT-E Service Maturity Model, we help clients implement programs to promote innovation, automation and process improvement.
About the role:
The IT Operations Manager will oversee the daily functions of an IT Operations team, ensuring efficient workload distribution, adherence to SLAs, and system performance optimization through cloud platforms like AWS. They will lead incident management, troubleshoot complex issues, design automation workflows, and manage critical systems to ensure uptime and disaster recovery. This role also involves implementing new technologies, system upgrades, and participating in IT strategy meetings while providing regular performance reports to leadership.
Essential Job Functions:
. Oversee daily activities of the IT Operations offshore team, including workload distribution, scheduling, and ensuring SLAs are met.
. Utilize hands-on experience with cloud computing platforms, including AWS, to enhance operational efficiency and minimize manual intervention.
. Design and modify complex automation workflows or batch processes to streamline operations and improve system performance.
. Leverage proficient knowledge of the holistic IT architecture for supported applications, ensuring seamless integration and functionality.
. Provide escalation support for complex IT issues, guiding the team in problem resolution and troubleshooting as needed.
. Lead incident management efforts, focusing on timely resolution of issues, particularly during cycle support, while identifying root causes and implementing necessary corrective actions.
. Participate in IT strategy meetings, contributing to the roadmap for operational improvements, technology upgrades, and resource planning.
. Regularly generate and present reports on IT performance, team productivity, incidents, and operational improvements to IT leadership.
. Oversee the monitoring of critical systems and networks, ensuring uptime and availability, and manage backups and disaster recovery processes.
. Implementation: Lead the team in the implementation of new technologies, system upgrades, and the roll-out of patches and updates, ensuring minimal disruption to business operations.
Qualifications:
Education
. Bachelor's degree in an IT related field, or equivalent experience.
Experience
. Minimum of 5 years in IT operations, including 2+ years in a supervisory or leadership role.
. Extensive knowledge of IT systems, infrastructure, and service management.
. Hands-on experience with AWS cloud computing.
. Experience building automations and batch jobs.
Preferred Qualifications
. IT certifications (e.g., ITIL 4, AWS Cloud Practitioner +, CompTIA Network+, etc.)
