Responsibilities
We are seeking an experienced IT Operations Manager (Day 2 Support) to lead the execution of day-to-day IT operations, focusing on incident resolution, ticket management, and system stability across applications and infrastructure. This role is primarily responsible for driving resolution of operational issues with technical teams, ensuring timely closure of tickets and maintaining system uptime. The role works closely with the Service Delivery Manager (SDM), who governs ITIL processes, while the IT Operations Manager ensures effective execution.
- Drive end-to-end resolution of incidents, service requests, and operational issues
- Manage and prioritize ticket queues to ensure timely closure within SLAs
- Coordinate with application, infrastructure, and vendor teams for issue resolution
- Act as the central point for Day 2 issue triage and coordination
- Ensure incidents are properly diagnosed, resolved, and documented
- Support root cause analysis (RCA) activities and ensure follow-up actions are executed
- Monitor and reduce recurring incidents through proactive actions
- Ensure availability and stability of applications and infrastructure systems
- Monitor system performance, logs, and alerts to detect issues early
- Take proactive actions to prevent outages and minimize service disruption
- Assign tasks, track progress, and ensure accountability across teams
- Provide guidance on troubleshooting and resolution approaches
- Ensure operational readiness for deployments and system changes
- Support implementation of changes with minimal service disruption
- Validate post-deployment stability and ensure issue resolution
- Provide clear and timely updates on incident status and resolution progress
- Escalate risks, delays, or service impacts to the SDM where required
- Maintain transparency on operational performance and ticket closure status
