IT Operations Manager
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Key skills for this role
About the Role
To lead HS IT infrastructure, service management, and operations across all our offices, dark stores, and cloud kitchens. The successful candidate will be responsible for overse.
Key Skills for This Role
Responsibilities
- Oversee design, deployment, and management of IT infrastructure including servers, networks, storage, and data centers
- Manage IT helpdesk function ensuring timely support and incident resolution
- Implement and manage security policies and access control
- Oversee call center solutions and integration with operations
- Contribute to strategic planning and OKR setting
- Manage budget and ensure effective resource utilization
Requirements
- Experience in IT operations management
- Knowledge of ITIL best practices
- Experience with infrastructure management including servers, networks, and data centers
- Leadership and team management skills
- Experience with security and access management
Full Job Posting
Overview
- To lead HS IT infrastructure, service management, and operations across all offices, dark stores, and cloud kitchens.
Key Responsibilities
- Oversee the design, deployment, and management of IT infrastructure, including servers, networks, storage systems, and data centers, ensuring high availability and performance.
- Manage and maintain infrastructure in cloud kitchens, dark stores, and corporate offices, ensuring minimal downtime and operational efficiency.
- Ensure the implementation and maintenance of robust backup, disaster recovery, and business continuity plans.
- Lead initiatives to optimize IT resources, ensuring scalability, performance, and cost effectiveness.
- Manage the IT Helpdesk function, ensuring timely and effective support to internal users, and driving resolution of incidents and service requests.
- Implement ITIL best practices to streamline support processes and improve the customer experience for internal teams.
- Develop and maintain Service Level Agreements (SLAs) and ensure adherence to performance metrics for helpdesk services.
- Oversee the company's IT security strategy, ensuring the protection of systems and data across all locations.
- Implement and manage security policies and protocols, including access management and control, to ensure compliance with industry regulations and standards.
- Collaborate with the security team to monitor threats, manage vulnerabilities, and ensure incident response procedures are in place.
- Oversee the implementation and management of call center solutions, ensuring seamless integration with company operations.
- Collaborate with operations and customer service teams to improve call center technologies, driving enhanced user experience and operational efficiency.
Strategy & Planning
- Contribute to the development and execution of the Division's ABCs and OKRs, while ensuring alignment with other Functions & heads.
- Make critical decisions that support the Division's strategic and tactical direction.
- Establish the plans for the respective functions/teams and provide inputs that support the Division's goals and objectives.
- Distribute tactical responsibilities effectively to potential leaders in the Division, to improve the succession readiness of the organization over time.
- Measure and track relevant OKRs and metrics to ensure the achievement of goals and take corrective actions when necessary.
Governance and Resilience
- Follow all relevant policies, procedures, and processes for the daily work to be carried out in a controlled and consistent manner.
- Contribute to the identification of opportunities for continuous improvement of processes and practices to enhance effectiveness.
- Uphold a high performance working environment and promote HS's Values.
People Management
- Set performance objectives, provide necessary support, evaluate direct reports, and provide regular feedback on performance.
- Participate in the identification and recruitment of key talents for the function.
- Provide clear direction, prioritize tasks, assign and delegate responsibility, and monitor the workflow.
- Provide opportunities for team members to suggest, participate in, and contribute to improvement, innovation, and knowledge sharing initiatives.
Budget Management
- Manage and own the budgeting cycle and provide input to the budgeting process.
- Ensure effective utilization of the function's budget, and report accurately on progress and challenges.
- Investigate and propose implementing strategies that result in a positive financial impact for HS.
- Manage the reporting departments effectively within budget, and report accurately on progress made and challenges encountered.
- Formulate strategies that result in a positive financial impact for HS and aim to mitigate financial and operational risks.
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