Information Technology Operations Lead

Overview

Reporting directly to the Head of IT, this role entails managing the daily technology operations across the organization to guarantee system stability, security, and ongoing enhancements. The position provides leadership for infrastructure, business applications, software development, vendor relations, and IT projects, maintaining strong collaboration with business stakeholders to align technology with operational goals.

Key Duties

• Supervise daily IT infrastructure and business system functions ensuring high availability, performance, and stability.
• Lead incident management including resolution and root cause analysis, and promote continuous operational improvements through preventative maintenance.
• Administer servers, virtualization technologies, Microsoft 365 services, and cloud platforms.
• Manage network components such as firewalls, Wi-Fi, VPN, and security infrastructure.
• Ensure effective backup, disaster recovery, and business continuity plans are in place and practiced.
• Monitor infrastructure performance and conduct capacity planning exercises.
• Oversee software development activities both internally and with external partners, managing priorities, bug fixes, feature requests, and adherence to the software development lifecycle (SDLC), change management, and documentation procedures.
• Coordinate testing, deployment, and release management, facilitating the ongoing refinement of internal applications and business systems.
• Serve as the liaison connecting business users, development teams, and vendors.
• Manage technology vendor and support partner relationships, monitor service level agreements, and handle escalations to ensure prompt issue resolution.
• Support IT asset procurement and lifecycle management.
• Plan and coordinate infrastructure and application projects, track progress, manage risks, and maintain comprehensive project documentation and reporting.
• Aid cybersecurity strategies and ensure compliance with IT governance policies, asset registers, and documentation.
• Contribute to audit processes, vulnerability mitigation efforts, and the adoption of security best practices.

Required Qualifications and Skills

• Between 5 to 7 years of relevant experience in IT operations, infrastructure, or enterprise IT environments.
• Demonstrated experience leading or coordinating technical teams spanning infrastructure and software development.
• Strong familiarity with SDLC and release management processes.
• Expertise in Microsoft technologies, networking, virtualization, and cloud services.
• Experience supporting enterprise-level business applications.
• Comprehensive understanding of cybersecurity principles.
• Proven capabilities in managing vendor relationships and third-party IT service providers.
• Advanced analytical, diagnostic, and problem-solving skills.
• Skilled in project coordination and effective stakeholder communication, both technical and non-technical.

Technical Proficiencies

• Microsoft Azure
• Microsoft 365 Administration
• VMware or Hyper-V virtualization platforms
• Security and networking equipment from Fortinet, Cisco, or Ubiquiti
• SQL Server database management
• Zoho CRM and similar platforms
• Power Automate workflow automation
• Artificial Intelligence productivity tools such as ChatGPT, Claude, Copilot, and Gemini
• Certifications related to Microsoft, Cisco, Azure, ITIL, or Fortinet are advantageous