IT Operations Manager (Day 2 Support)

The role works closely with the Service Delivery Manager (SDM), who governs ITIL processes, while the IT Operations Manager ensures effective execution.

Job Description:

• 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

Job Requirements:

• Minimum 3 years’ experience in IT operations / support management
• Strong hands-on experience in incident and ticket management environments
• Ability to coordinate across applications, infrastructure, and vendor teams
• Strong troubleshooting, prioritization, and decision-making skills
• Familiarity with ITIL processes and service management tools
• Experience in critical or 24/7 operations environments