Senior IT Operations Lead

Duties And Responsibilities

Operational Support & Process Adherence

• Support the implementation of IT strategies and technology initiatives as defined by the Head of IT
• Ensure adherence to established IT policies, processes, and standard operating procedures across the organization
• Assist in the execution of system improvements, including both infrastructure operations and application-level enhancements
• Coordinate across IT infrastructure and development teams to ensure smooth execution of ongoing initiatives
• Monitor system performance across infrastructure and applications, and highlight areas for optimization to support operational efficiency and scalability

Infrastructure & Systems Operations

• Manage and support the day-to-day operations, maintenance, and optimization of servers, networks, and IT infrastructure
• Execute and coordinate server builds, network configurations, and system upgrades, including migration to virtual environments where applicable
• Monitor system availability, reliability, and performance, ensuring timely identification and escalation of issues
• Maintain accurate and up-to-date technical documentation, including network configurations and system-related records
• Support the implementation and tracking of IT assets across their lifecycle, from procurement to disposal, ensuring proper documentation and utilization

Systems & Development Coordination

• Coordinate with the Software Development team to support the execution of system enhancements, bug fixes, and ongoing development activities
• Assist in the testing, validation, and deployment of internal software solutions and system updates
• Ensure adherence to defined development processes, coding standards, and best practices
• Support the implementation of improvements, upgrades, and optimizations within the internal system and related applications
• Act as a bridge between business stakeholders and the development team to ensure requirements are clearly communicated and understood
• Assist in gathering and documenting requirements, and support the translation into functional specifications
• Track progress of development tasks and follow up to ensure timely delivery in line with agreed priorities

Project Coordination & Execution

• Support the execution of IT-related projects, ensuring alignment with defined requirements and timelines
• Coordinate project activities, track progress, and follow up with internal teams and external vendors to ensure timely delivery
• Monitor project status, identify potential risks or delays, and escalate to the Head of IT as required
• Assist in maintaining project documentation, status updates, and reporting for internal review

Vendor Coordination & Cost Support

• Coordinate with external IT vendors and technology partners for day-to-day operations, support, and issue resolution
• Monitor vendor performance against agreed service levels (SLAs) and highlight any gaps or concerns
• Support the management of vendor deliverables, follow-ups, and service requests to ensure timely execution
• Assist in tracking IT-related expenses and maintaining records to support budget monitoring and cost optimization initiatives

Ai & Automation Enablement

• Utilize AI-powered tools (e.g., Claude, or similar) to enhance productivity in day-to-day IT operations, troubleshooting, and documentation
• Support the implementation of AI-assisted workflows across IT and system-related processes as defined by the Head of IT
• Leverage AI tools to assist in debugging, system analysis, and improving development and operational efficiency
• Assist in identifying opportunities where AI tools can improve internal processes and report findings for further evaluation
• Ensure responsible and secure usage of AI tools in line with company data protection and governance guidelines

REQUIRED SKILLS, EDUCATION AND CERTIFICATIONS

• Bachelor’s degree in computer science, Computer Engineering, or a related field preferred
• 5–7 years of experience in information technology, covering both infrastructure operations and application support
• Strong problem-solving skills with a practical and solution-oriented approach
• Analytical mindset with the ability to investigate issues and identify root causes
• Good verbal and written communication skills, with the ability to coordinate across technical and non-technical teams
• Strong organizational, project coordination, and time management skills
• Ability to manage multiple priorities and work in a fast-paced operational environment
• Experience working with IT infrastructure (servers, networks) and exposure to application systems (e.g., CRM, internal platforms)
• Familiarity with coordinating software development activities and working with external vendors or development teams
• Exposure to AI-powered tools (e.g., Claude, or similar) for enhancing productivity, troubleshooting, documentation, and development support
• Ability to leverage AI tools to assist in debugging, system analysis, and improving operational efficiency
• Microsoft Systems Administration / System Engineer certification or similar will be an asset