IT Operations Manager (Data Centre Infrastructure)

Key Responsibilities Operations Leadership Lead, coach, and develop a team of approximately 12 operations staff, including Shift Leads and L1 Engineers. Oversee 24x7 operational support for GPU infrastructure and associated platforms. Foster a culture of operational excellence, accountability, continuous improvement, and collaboration. Ensure consistent operational practices, effective shift handovers, and on-call readiness across all shifts. Service Delivery & ITSM Own end-to-end service delivery and ensure achievement of customer SLAs. Manage incident, major incident, problem, and change management processes in accordance with ITSM best practices. Monitor service performance, identify risks to SLA compliance, and implement corrective actions. Lead post-incident reviews and drive preventive improvements to reduce recurring issues. ITSM & Process Improvement Administer and optimize Jira Service Management (or equivalent ITSM platform). Establish and maintain ticket management standards, workflows, and data quality. Drive automation of operational processes, approvals, and notifications to improve efficiency. Develop operational dashboards, KPIs, and reporting to provide visibility into service performance. Customer & Vendor Management Serve as the primary operational contact for customers on service-related matters, ensuring timely and transparent communication. Coordinate with hardware, GPU, networking, and data center vendors to support operational activities. Ensure operational processes, documentation, SOPs, and runbooks are maintained and continuously improved. Requirements Bachelor's degree in Computer Science, Information Technology, Electrical Engineering, or a related discipline. Equivalent practical experience will also be considered. Minimum 10 years of experience in IT infrastructure, cloud, or data center operations. At least 5 years of experience leading operations teams in a 24x7 environment. Strong understanding of ITIL/ITSM processes, including Incident, Problem, Change, and Service Request Management. Proven experience managing service delivery and customer SLAs. Hands-on experience with Jira Service Management or a similar ITSM platform. Familiarity with GPU infrastructure, AI/HPC environments, or high-performance computing operations is an advantage. Experience developing operational procedures, SOPs, runbooks, and governance frameworks. Strong leadership, stakeholder management, communication, and problem-solving skills.