IT Operations Manager

We build full-fledged innovative solutions with a focus on process automation, user experience enhancement, and advanced data analytics.

With our extensive industry expertise, we help achieve operational excellence, future-proof your IT investments, and ensure a competitive edge in the ever-evolving finance industry.

We are seeking a seasoned IT Operations Manager to take full ownership of our production environment and IT service delivery across all support tiers (L1, L2, L3) and DevOps.

This is a senior leadership role designed for someone who can not only manage day-to-day operations for existing clients but also architect the right processes, team structures, and operational frameworks to onboard and scale new client engagements.

The ideal candidate brings deep experience in digital banking and fintech production environments, has a track record of building high-performing support and operations teams from the ground up, and can serve as the go-to leader for all production-related decisions.

This role reports directly to senior leadership and carries significant influence over service quality, operational strategy, and client satisfaction

» Own and lead the entire production support function across L1, L2, and L3 tiers, ensuring seamless incident management, SLA compliance, and service continuity.

» Define and implement operational frameworks, escalation matrices, and support models that can scale across multiple clients and projects.

» Establish and manage a structured Production Operations team, including hiring, mentoring, and performance management of support engineers and DevOps engineers.

» Serve as the single point of accountability for all production incidents, driving rapid resolution while ensuring thorough root cause analysis and preventive actions.

» Oversee the DevOps function including CI/CD pipelines, container orchestration (OpenShift/Kubernetes), and deployment automation.

» Ensure environment stability across development, staging, and production, collaborating closely with engineering and platform teams.

» Drive adoption of monitoring, alerting, and observability tools (Splunk, Grafana, Prometheus, or equivalent) to enable proactive issue detection.

» Design and document standardized ITIL-aligned processes for incident, problem, change, and release management that can be replicated across new client engagements.

» Build playbooks, runbooks, and knowledge bases to ensure operational consistency regardless of team size or client complexity.

» Lead the creation of onboarding frameworks for new clients, including environment setup, SLA definition, team sizing, and tooling selection.

» Act as the senior operations representative in client-facing engagements, presenting SLA performance, incident reports, and continuous improvement plans.

» Partner with Program Managers, Delivery Leads, and C-level executives to align operational strategy with business objectives.

» Participate in pre-sales and proposal activities by defining the production support model and resourcing strategy for potential clients.

» Identify and drive automation opportunities to reduce manual effort, improve MTTR, and enhance system reliability

» Prepare and deliver executive-level dashboards and reports on operational health, team performance, and SLA trends

» Conduct regular post-incident reviews and lead initiatives to harden systems and eliminate recurring issues.

» TO BE SUCCESSFUL IN THE ROLE YOU NEED

» Bachelor’s or Master’s degree in Computer Science, Information Technology, Software Engineering, or a related field.

» 10+ years of experience in IT operations, production support, or technical service delivery, including at least 5 years in a leadership or management role.

» Proven track record within digital banking, fintech, or financial services production environments.

» Demonstrated experience in building, scaling, and managing IT operations teams across multi-client or multi-product environments.

» Strong hands-on expertise in managing L1/L2/L3 support models with well-defined escalation and resolution workflows.

» Deep understanding of DevOps practices, CI/CD pipelines, and containerization platforms such as OpenShift, Kubernetes, and Docker.

» Proficiency in monitoring and log analysis tools including Splunk, Grafana, Prometheus, ELK Stack, or similar technologies.

» Solid knowledge of microservices architecture, Java Spring-based applications, and API-driven ecosystems.

» Familiarity with cloud platforms (AWS, Azure, GCP) and hybrid infrastructure environments.

» ITIL v4 Foundation (or higher) certification is preferred.

» Additional certifications such as PMP, PRINCE2, AWS/Azure, or Kubernetes (CKA/CKAD) are considered an advantage.

» Understanding of regulatory and compliance frameworks relevant to financial services (e.g., PCI DSS, SOC 2, ISO 27001, SAMA).

» Exceptional leadership skills with the ability to build, mentor, and retain high-performing technical teams.

» Strong communication and stakeholder management skills, with confidence in engaging C-level executives and client leadership.

» Strategic mindset with the ability to translate business requirements into operational plans and scalable team structures.

» Excellent problem-solving and decision-making abilities, especially during high-pressure or critical incidents.

» Proactive, ownership-driven approach with a strong focus on operational excellence and continuous improvement.