it support manager

Amazon.com

<div><h2 class="jobSectionHeader"><b>DESCRIPTION</b></h2><p>
IT Manager<br>
<br>
We are Amazon; we pioneer.<br>
<br>
Since opening in 1995, we&rsquo;ve been pushing the boundaries of possible further and further. We&rsquo;re also working to become Earth&rsquo;s most customer-centric company.<br>
<br>
We&rsquo;re seeking a driven IT Manager to join our Fulfillment &amp; Operations IT team, who keep our busy Fulfillment Centers running. These facilities are 24/7 production environments, where we handle and coordinate our huge, fast-moving inventory of products. You and your team will keep our Fulfillment Center running smoothly, by resolving complex hardware, software, server and infrastructure issues.<br>
Your responsibilities: As you keep an eye on your Fulfillment Center&rsquo;s IT infrastructure, the extent of your duties will include but not be limited to:<br>
<br>
Ensuring that IT maintenance work and troubleshooting is carried out to a high standard and follows all Amazon polices and guidelines, specifically IT and Health &amp; Safety. Leading the coordination of trouble tickets and change management to strict Service Level Agreements (SLAs),<br>
<br>
You&rsquo;re confident in your IT project management skills: you can coordinate and watch over your team&rsquo;s projects as they support technical task execution. You&rsquo;ll also ensure everyone in your team takes real IT Ownership, ensuring effective reporting while working towards efficient, internal customer satisfaction,<br>
<br>
You&rsquo;ll be responsible for the development and management of the IT budget, through its lifecycle and encourage, support and facilitate IT skill development of Fulfillment Center staff,<br>
<br>
You&rsquo;ll lead people, hours and shifts: this will include staff and team scheduling,<br>
<br>
Inspire continuous improvement of all IT team processes and initiatives: you&rsquo;ll get behind our Fulfillment department continually driving operational excellence<br>
<br>
A day in the life<br>
Preferred qualifications<br>
<br>
A Master&rsquo;s degree in a relevant discipline is a nice-to-have,<br>
An understanding of core internet technologies, including DHCP, DNS, mail transport, TCP/IP and network file systems,<br>
CISCO experience and certifications,<br>
Certifications in Unix/Linux System support and/or Microsoft Windows system support,<br>
Telecom knowledge, including VOIP / SIP as well as mobile technologies,<br>
Previous help desk / technical support experience and/or previous Service Delivery and Service Level Management experience,<br>
ITIL and Prince2 certifications would be advantageous,<br>
You&rsquo;re willing and able to develop the skills needed to support specific Fulfillment Center Automated Systems,<br>
Experience in procurement, inventory and asset management of IT equipment, as well as the overall IT lifecycle,
<br>
<br>
We&rsquo;re looking forward to receiving your application, preferably in English. Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Amazon takes data protection seriously and respects EU and local data protection laws. Unless you express otherwise, by submitting your CV you authorize the hiring Amazon company to store your personal information in the electronic database maintained by Amazon Corporate LLC. in the USA or one of its affiliates for the purpose of assessing your suitability for this and future job vacancies and to pursue your recruiting process. If at any time you want your personal data to be deleted, you simply need to notify the hiring Amazon company. Amazon will not share your personal information with any third party without your prior consent. As part of your interview process with Amazon you may be asked to authorize the hiring Amazon company to separately verify your application data and personal background through a third party service provider.
</p><h2 class="jobSectionHeader"><b>BASIC QUALIFICATIONS</b></h2><ul><li>Bachelor's degree</li></ul><h2 class="jobSectionHeader"><b>
PREFERRED QUALIFICATIONS</b></h2><ul><li>Experience in project management</li></ul><br>
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you&rsquo;re applying in isn&rsquo;t listed, please contact your Recruiting Partner.</div>

IT support Manager (open for Saudi nationals only), OTS

AM Consulting W.L.L

<p><b>Job Vacancy: Officer (IT) / Assistant Manager (IT)</b></p><p>We are hiring an experienced <b>Officer (IT) / Assistant Manager (IT)</b> for our client to support and manage their IT infrastructure operations and ensure secure, efficient, and compliant technology services.</p><p><b>Job Purpose</b></p><p>To ensure the smooth functioning, maintenance, and continuous improvement of the company&rsquo;s IT infrastructure, including servers, networks, hardware, software, and security systems. The role will also manage IT procurement processes, change management, incident handling, and configuration reporting in line with company and regulatory requirements.</p><p><b>Core Job Responsibilities</b></p><ul><li>Manage and monitor servers in the Data Centre (physical and virtual).</li><li>Oversee IT hardware and software procurement, including preparation of RFPs, vendor coordination, and evaluation.</li><li>Ensure smooth operation and maintenance of IT infrastructure (hardware, software, and networks).</li><li>Prepare and maintain Change Management Notes, Incident Management records, and Configuration Management reports.</li><li>Install, configure, and maintain operating systems (Windows 10/11, RHEL), applications, and antivirus solutions.</li><li>Administer and troubleshoot virtual machines, firewalls, switches, NAS, and other network/security devices.</li><li>Provide support for MySQL database servers and assist with installations and upgrades.</li><li>Ensure timely patching, upgrades, and security hardening of all IT assets.</li><li>Coordinate with vendors and service providers for IT infrastructure support and projects.</li><li>Support IT audits, compliance requirements, and regulatory reviews.</li></ul><p><b>Qualifications &amp; Experience</b></p><ul><li>Bachelor&rsquo;s degree or higher in Computer Science, Information Technology, or a related field.</li><li><b>Officer (IT):</b> 2&ndash;4 years of relevant experience in IT infrastructure management.</li><li><b>Assistant Manager (IT):</b> 5&ndash;7 years of relevant experience in IT infrastructure management and operations.</li></ul><p><b>Skills &amp; Competencies</b></p><ul><li>Strong knowledge of:</li><li>Windows 10/11 and RHEL</li><li>Virtualization technologies (VMware / Hyper-V)</li><li>Firewalls, switches, and NAS management</li><li>MySQL database fundamentals</li><li>Experience in IT procurement and RFP preparation.</li><li>Familiarity with Change, Incident, and Configuration Management processes.</li><li>Strong troubleshooting, problem-solving, and vendor management skills.</li><li>Excellent communication and documentation skills.</li></ul><p>Job Type: Full-time</p><p>Pay: BD600.000 - BD700.000 per month</p>

Officer (IT) / Asst. Manager (IT)

Anantara Hotels & Resorts

<div>
 <strong>
  Company Description
  <br/>
  <br/>
 </strong>
 A luxury hospitality brand for modern travellers, Anantara connects guests to genuine places, people and stories through personal experiences and providing heartfelt hospitality in the world&rsquo;s most exciting destinations. From pristine islands and tropical beaches to cosmopolitan cities, tranquil deserts and lush jungles, Anantara welcomes guests for journeys rich in discovery.
 <br/>
 <br/>
 Banana Island Resort Doha by Anantara is a crescent of golden beach and over water villas just off the coast of downtown Doha. Accessible by private catamaran, escape for family adventures, ocean thrills or serene spa bliss.
 <br/>
 <br/>
 Enjoy an alcohol-free atmosphere with the little ones as you surf, dive, golf, bowl or cinema. Race across lagoon waters with a host of motorised water sports. Unwind in the Middle East&rsquo;s only wellness centre in a resort setting, spread across lush botanical gardens.
 <br/>
 <br/>
 <strong>
  Job Description
  <br/>
  <br/>
 </strong>
 The Assistant IT Manager supports the IT Manager in overseeing all hotel technology operations, ensuring the reliability, security, and efficiency of infrastructure, systems, and guest-facing technologies. This role plays a key part in maintaining smooth hotel operations, enhancing guest experiences, and upholding cybersecurity and data compliance. The Assistant IT Manager also collaborates with internal departments, manages support tasks, and helps implement the hotel&rsquo;s IT strategy in line with business goals.
 <br/>
 <br/>
 <strong>
  Key Responsibilities:
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Assist in the planning, implementation, and maintenance of the hotel&rsquo;s IT infrastructure, including networks, servers, hardware, and software systems.
  </li>
  <li>
   Support critical hotel systems such as:
  </li>
  <ul>
   <li>
    Property Management System (e.g., Opera)
   </li>
   <li>
    Point of Sale systems (e.g., MICROS)
   </li>
   <li>
    Key card access systems
   </li>
   <li>
    IP telephony and voicemail
   </li>
   <li>
    CCTV and surveillance
   </li>
   <li>
    Guest Wi-Fi and HSIA platforms
   </li>
  </ul>
  <li>
   Enforce cybersecurity protocols, ensuring regular data backups and that disaster recovery plans are tested and maintained.
  </li>
  <li>
   Provide day-to-day IT support across all departments, troubleshooting issues to minimize downtime and optimize productivity.
  </li>
  <li>
   Liaise with external IT vendors, service providers, and corporate IT teams to coordinate support and system upgrades.
  </li>
  <li>
   Train staff on IT systems usage, cybersecurity awareness, and adherence to IT policies and procedures.
  </li>
  <li>
   Assist with IT budgeting, procurement processes, and maintenance of accurate asset inventories.
  </li>
  <li>
   Research and recommend technology solutions to improve operational efficiency and enhance the guest experience.
  </li>
  <li>
   Ensure compliance with local data protection laws, industry regulations, and internal IT standards.
  </li>
  <li>
   Participate in a 24/7 support rotation or on-call schedule for critical system issues and emergencies.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Qualifications
  <br/>
  <br/>
 </strong>
 <strong>
  Qualifications:
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Bachelor&rsquo;s degree in Information Technology, Computer Science, or a related field.
  </li>
  <li>
   3&ndash;5+ years of experience in IT management, preferably in hospitality.
  </li>
  <li>
   Strong knowledge of hospitality software systems (e.g., Opera PMS, MICROS POS, key card systems).
  </li>
  <li>
   Proven experience managing networks, servers, Windows environments, and cloud services.
  </li>
  <li>
   Solid understanding of cybersecurity, data protection laws, and disaster recovery planning.
  </li>
  <li>
   Strong leadership, communication, and project management skills.
  </li>
  <li>
   Ability to manage vendors, budgets, and strategic IT initiatives.
  </li>
 </ul>
</div>


Assistant IT Manager

Creative HR Solutions (Pvt.) Ltd.

<p>We are seeking an experienced <b>IT Manager</b> to oversee and manage the full IT infrastructure of our shipping &amp; logistics company. The ideal candidate will ensure secure, stable, and efficient IT operations across all departments while working closely with external vendors and leading a small internal IT support team.</p><p><b>Key Responsibilities</b></p><ul><li>Manage and maintain <b>network infrastructure</b>, including LAN/WAN, Wi-Fi, VPN, and firewalls.</li><li>Oversee <b>server administration</b>, data storage, and system backups.</li><li>Manage and coordinate with <b>email service providers, web developers, hosting providers, and IT vendors</b>.</li><li>Ensure <b>website maintenance</b>, uptime, and security.</li><li>Develop and maintain a <b>secure intranet</b> for internal communication and data access.</li><li>Implement and monitor <b>cybersecurity protocols</b> and access controls.</li><li>Install, configure, and troubleshoot <b>workstations, printers, and office IT equipment</b>.</li><li>Support business applications used in logistics/shipping (ERP, tracking systems).</li><li>Lead and mentor an <b>IT assistant</b> to ensure timely technical support.</li><li>Drive IT planning for <b>scalability, efficiency, and digital transformation</b>.</li></ul><p><b>Requirements</b></p><ul><li>Proven experience as an <b>IT Manager or Senior IT Executive</b> in an SME environment.</li><li>Strong knowledge of <b>networking, firewalls, security systems</b>, and server management.</li><li>Familiarity with <b>DNS, hosting, email administration (Office 365 / Google Workspace)</b>.</li><li>Understanding of <b>website technologies</b> (CMS, hosting environments).</li><li>Experience managing <b>IT vendors and service contracts</b>.</li><li>Strong troubleshooting skills and ability to work under pressure.</li><li>Certifications such as <b>CCNA, MCSE, CompTIA Security+</b> are an advantage.</li></ul><p>Job Type: Full-time</p><p>Pay: Rs100,000.00 - Rs120,000.00 per month</p><p>Application Question(s):</p><ul><li>What is your current salary &amp; benefits?</li><li>What is your expected salary?</li><li>What is your notice period from current employment?</li><li>Do you have your own conveyance?</li><li>What IT Certifications do you have?</li></ul><p>Education:</p><ul><li>Bachelor's (Preferred)</li></ul><p>Experience:</p><ul><li>IT Support: 3 years (Preferred)</li></ul><p>Work Location: In person</p>

Senior Executive - IT

Liberty Books Pvt Ltd

<p>We are seeking a highly motivated and experienced <b>Assistant Manager, Information Technology (IT)</b> to support the IT Manager in overseeing the daily operation and strategic development of our technology infrastructure. This role is crucial for ensuring the stability, security, and efficiency of all IT systems and providing excellent technical support to our employees.</p><p>The ideal candidate is a technical expert with strong leadership and problem-solving skills, capable of mentoring staff and driving IT projects to successful completion.</p><p><b>Key Responsibilities</b></p><p><b>IT Operations &amp; Support</b></p><p><b>System Maintenance:</b> Oversee the day-to-day operations, maintenance, and troubleshooting of all network infrastructure, servers, hardware, and software applications.</p><p><b>User Support:</b> Manage and resolve escalated technical issues, ensuring timely and effective support for all end-users.</p><p><b>Inventory &amp; Assets:</b> Maintain accurate inventory of all IT assets (hardware, software licenses, etc.) and manage procurement processes.</p><p><b>Monitoring:</b> Implement and monitor system performance, making recommendations for continuous improvement and efficiency.</p><p><b>Security &amp; Compliance</b></p><p>Assist in developing, implementing, and enforcing IT policies, procedures, and security protocols (e.g., cybersecurity, data privacy, disaster recovery).</p><p>Ensure all IT systems and operations comply with internal policies and external regulatory requirements.</p><p><b>Project &amp; Team Management</b></p><p><b>Project Execution:</b> Assist the IT Manager in planning, coordinating, and executing IT projects (e.g., system upgrades, cloud migrations, new software implementations) from initiation to deployment.</p><p><b>Team Leadership:</b> Provide guidance, mentorship, and technical direction to junior IT staff and support technicians.</p><p><b>Vendor Management:</b> Liaise with external vendors, service providers, and consultants to manage contracts, support service levels, and ensure quality delivery.</p><p><b>Required Qualifications</b></p><p><b>Education:</b> Bachelor&rsquo;s degree in Computer Science, Information Technology, or a related field.</p><p><b>Experience:</b> Minimum of <b>3-5 years</b> of progressive experience in IT roles, with at least <b>1 year</b> in a supervisory or project management capacity.</p><p><b>Technical Proficiency:</b></p><ul><li>Strong knowledge of <b>Network Administration</b> (TCP/IP, VLANs, Wi-Fi, Firewalls/Routers).</li><li>Experience with <b>Server and OS Management</b> (e.g., Windows Server, Linux, Virtualization platforms like VMware/Hyper-V).</li><li>Familiarity with <b>Cloud Services</b> (e.g., AWS, Azure) and data backup/recovery processes.</li><li>Proven experience in <b>troubleshooting and resolving complex technical issues</b>.</li></ul><p><b>Preferred Skills and Certifications</b></p><ul><li>Relevant IT certifications (e.g., <b>ITIL, CompTIA Security+, CCNA, PMP</b>).</li><li>Experience with <b>[Specific ERP/CRM/Industry Software]</b>.</li><li>Familiarity with advanced cybersecurity practices and tools.</li></ul><p><b>Soft Skills</b></p><ul><li><b>Leadership:</b> Proven ability to lead, motivate, and mentor a small technical team.</li><li><b>Communication:</b> Excellent verbal and written communication skills to articulate technical information to both technical and non-technical stakeholders.</li><li><b>Problem-Solving:</b> Strong analytical and critical-thinking skills for diagnosing and resolving system issues.</li><li><b>Adaptability:</b> Ability to manage multiple priorities and thrive in a fast-paced, dynamic environment.</li></ul><p>Job Type: Full-time</p><p>Pay: Rs50,000.00 - Rs70,000.00 per month</p><p>Work Location: In person</p>

Assistant Manager IT

Penta Group

<div><div><div>Penta Group is a global company providing data-driven solutions to help clients achieve their objectives in an increasingly complex stakeholder environment. We provide cutting-edge intelligence products to help clients understand what their stakeholders think, see, and hear, and then leverage that intelligence to develop and execute effective, measurable strategies.</div><div></div><div><br>
Our global team brings decades of experience in business, government, communications, research, data science, and media. Our clients include companies across a variety of industries, including technology, financial services, energy, healthcare, and more. Penta has offices in New York, London, Washington, DC, San Francisco, Dublin, London, Brussels, Singapore, and Hong Kong.</div><div></div><div><b><br>
Penta Group&rsquo;s IT Department:</b></div><div>
At Penta, our IT team is the backbone of our digital ecosystem architecting, monitoring, and securing the networks, systems, and cloud environments that power every corner of the organization. We deliver high-touch user support, ensure lightning-fast performance, and enforce rigorous security protocols and compliance standards all while proactively safeguarding data and mitigating emerging threats. Beyond maintenance, we drive innovation. From evaluating and deploying next-generation tools to streamlining workflows through automation and AI, we enable every team to work smarter and scale faster. By translating complex technology into practical solutions, the IT team empowers Penta&rsquo;s people to push boundaries, achieve their goals, and keep our organization one step ahead in a dynamic digital world.</div><div></div><div><b><br>
Role Summary:</b></div><div>
As an IT Helpdesk Manager you will oversee the day-to-day operations of Penta Group&rsquo;s internal global service desk, ensuring consistent, high-quality technical support for all employees. You&rsquo;ll also be responsible for maintaining operational excellence across the helpdesk function, driving adherence to SLAs and resolution targets, and ensuring a seamless end-user support experience. Finally, you will lead and develop the helpdesk team, optimize processes, and play a pivotal role in shaping the IT support roadmap.</div><div></div><div><br>
This role is a great fit for someone who enjoys partnering on strategic initiatives, leading operational improvement projects, and ensuring the helpdesk operates as a high-performing, metrics-driven function aligned with organizational goals.</div><div></div><div><b><br>
The IT Helpdesk Manager is expected to:</b></div><ul><li>Lead, mentor, and support helpdesk technicians to ensure strong performance, exceptional customer service, and continuous skill growth</li><li>Manage ticket workflows, enforce SLAs and escalation procedures, and ensure consistent, efficient service across all regions and shifts</li><li>Maintain dashboards and reports on KPIs such as ticket volume, resolution times, SLA adherence, and customer satisfaction</li><li>Support IT leadership in shaping the helpdesk roadmap. Participate in or lead projects involving new tools, service enhancements, and support process improvements</li></ul><div>
- Oversee helpdesk tools for ticketing, remote support, and asset management. - Maintain the internal knowledge base and ensure standardized procedures across the team</div><ul><li>Partner with IT, Security, HR, and business units on technology initiatives, support needs, and major deployments. Serve as an escalation point for complex issues</li><li>Ensure helpdesk operations follow internal security, data protection, and compliance requirements</li></ul><div></div><div><b><br>
The ideal candidate will have:</b></div><ul><li>A Bachelor&rsquo;s degree in IT or related field, and/or 5+ years of experience in IT support operations</li><li>One or more years of leadership experience in a helpdesk or technical support environment</li><li>Strong knowledge of ITSM principles, SLAs, and escalation management</li><li>Advanced knowledge of Microsoft 365 and Google Workspace environments, including network diagnostics, cloud platform governance, and security solution management</li><li>Exceptional experience providing desktop support for Windows machines</li><li>Experience with helpdesk tools (e.g. Atera, Freshservice, Zendesk, ServiceNow, etc.)</li><li>A solid understanding of hardware, software, networking, and troubleshooting fundamentals</li><li>Excellent communication, organizational, and analytical skills</li><li>The ability to balance strategy with hands-on support when needed</li><li>Demonstrated past success driving operational efficiency and customer satisfaction</li><li>Past experience with Okta, or Cisco Duo, is a plus</li><li>Experience troubleshooting, and providing support, for Mac machines is a plus</li></ul><div></div><div><b><br>
Salary Range:</b></div><div>
The base salary range for this position will be $90,000 - $100,000 per year, depending on a candidate&rsquo;s experience and qualifications as they relate to the position.</div><div></div><div><b><br>
Benefits:</b></div><div>
Penta Group is committed to providing a comprehensive and competitive benefits package to support the well-being and financial security of our employees. Our benefits include:</div><div></div><ul><li><br>
<b>Healthcare Coverage:</b> Excellent medical, vision, and dental insurance through Cigna and UNUM, with the company covering 88% of individual employee premiums and 50% of dependent premiums
</li><li><b>Retirement Benefits:</b> A 401(k) plan with a generous employer match, contributing 100% on the first 3% of salary deferred and 50% on the next 2%, helping employees maximize their retirement savings
</li><li><b>Income Protection:</b> Employer-paid short-term disability (STD), long-term disability (LTD), and life insurance</li><li><b>Paid Parental Leave:</b> 12 weeks of paid parental leave for birthing and non-birthing parents</li><li><b>Flexible Paid Time Off:</b> Flexible Paid Time Off(PTO) policy and a generous holiday schedule<br>
</li></ul><div></div><br>
<div>Additional Perks &amp; Support:</div><ul><li>A monthly cell phone stipend</li></ul><div>
Frequent firm-wide social events and team-building activities
</div><ul><li>Access to Employee Assistance Programs (EAP), including confidential counseling and resources for personal and work-related issues</li><li>Health &amp; Wellness Initiatives, including a gym membership program (One Pass Select), mental health resources, and access to virtual health consultations
</li><li>Discounted employee-paid pet insurance coverage through Nationwide<br>
</li></ul><div></div><br>
<div><b>Location and Schedule:</b></div><div>
For this position, we are only considering applicants in the greater Washington DC area that preferably can join our team in our DC office two days per week.</div></div><br>
<div></div>
<div><div><i>
Penta Group, LLC values diversity and inclusion, is committed to equal employment opportunity, and to compliance with federal anti-discrimination laws. We also comply with District of Columbia law, which prohibits discrimination and harassment against employees, applicants for employment and interns based on race, color, religion, sex (including pregnancy, childbirth or related medical conditions, reproductive health decisions and breastfeeding), national origin, disability, age (18 and over), personal appearance, sexual orientation, gender identity or expression, marital status, family responsibilities, matriculation (e.g., being enrolled in a college or university or in a business, nursing, professional, secretarial, technical or vocational school), political affiliation, genetic information (including family medical history), lawful use of tobacco products, unemployment status and status as a victim or the family member of a victim of domestic violence, a sexual offense or stalking.</i></div></div>
<div><div>We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.</div></div></div>

IT Helpdesk Manager

Cyncly

<div><p><b>Location: Kochi, India (Onsite)
</b><br>
<b>Permanent - Full Time
</b></p><p><b>About Us:
</b><br>
Cyncly is a global technology powerhouse with 2,400+ employees and 70,000+ customers across 100+ countries. Cyncly transforms the way customizable products and spaces are imagined, designed, sold, managed and made. Our end-to-end software solutions connect professional designers, retailers and manufacturers to the world's largest repository of product content. Today, our business spans across the Kitchen &amp; Bath, Furniture, Window, Glass &amp; Door, and Flooring industries with operations in North &amp; South America, Europe, Asia Pacific and Africa.
</p><p>Cyncly brings over 30 years of experience to deliver more value for our customers through an expanded portfolio of end-to-end solutions. Our global presence allows us to provide world-class support and sales with a local touch, providing the best possible customer experience.
</p><p>Cyncly is now embarking on an exciting journey as we continue to expand through strong organic growth and complementary acquisitions, backed by leading growth private equity firms specializing in technology.<br>
</p><p><br>
<b>Build Your Career with Cyncly in Kochi
</b><br>
Kochi is Cyncly&rsquo;s newest hub, opening doors to exciting career opportunities across diverse functions. Here, you&rsquo;ll collaborate with global experts, engage in innovative projects, and grow in a culture that values innovation, flexibility, and continuous learning. With access to top mentors, excellent learning resources, and a flexible and autonomous working environment, you&rsquo;ll have everything you need to thrive.<br>
</p><p><br>
<b>About the Role
</b><br>
The IT Operations Manager is a key leadership position responsible for the effective and efficient delivery of all live IT services and user support across Cyncly. This is a broad operational role overseeing the daily execution, performance, and strategic improvement of the entire IT service delivery ecosystem.
<br>
This role requires a proven leader with a strong commitment to service excellence, deep expertise in ITIL best practices, and proficiency in leveraging ITSM tools like FreshService. The Manager is accountable for managing the Infrastructure Operations teams (L3), ensuring service levels are met, and driving a culture of security, stability, and continuous improvement.<br>
<br>
<br>
<br>
<b>Key Position Responsibilities Include:
</b><br>
<br>
<b>Service Operations and Leadership
</b></p><ul><li>Lead, mentor, and manage the Infrastructure Operations (L3) teams, fostering a culture of exceptional customer service, accountability, and technical excellence.
</li><li>Define staffing models, manage resource allocation, and plan the operational task schedule to ensure a stable, secure application and IT infrastructure operations.
</li><li>Develop, promote and enhance the use of AI based technologies to improve the quality and speed of outcomes.
</li><li>Accountability for Service Levels: Own, monitor, and report on all internal and negotiated Service Level Agreements (SLAs) and Operational Level Agreements (OLAs), taking corrective action to meet or exceed targets.
</li><li>Manage the IT Operations budget and control costs according to internal financial procedures.
</li></ul><p><b>Operational Governance (ITIL &amp; FreshService)
</b></p><ul><li>ITIL Process Ownership: Serve as the primary owner and driver for the Problem Management and Change Management processes, ensuring rigorous efforts to minimize service disruption.
</li><li>Incident Management Escalation: Act as the highest point of escalation for high-severity incidents, providing leadership &amp; comms during Major Incidents until full resolution.
</li><li>Problem Management: Lead the problem management process, ensuring RCAs are conducted, corrective actions are identified and tracked, and preventative measures are implemented to reduce incident recurrence.
</li><li>ITSM Tool Management: Ensure the optimal and rigorous use of FreshService across the organization for Incident, Problem, Change, and Knowledge Management workflows.
</li><li>Develop and maintain customer support policies, procedures, and standards, ensuring rigorous application of information security principles within support services.
</li></ul><p><b>Infrastructure Oversight and Stability
</b></p><ul><li>Oversee the teams responsible for maintaining and operating critical IT infrastructure components, including backup and recovery systems, enterprise Linux environments, and monitoring solutions (Zabbix).
</li><li>Demonstrate a depth of technical expertise to anticipate critical component failure and ensure robust provision for recovery with minimum downtime.
</li><li>Monitor KPIs and systems health metrics to maintain proactive operational awareness.
</li></ul><p><b>Continuous Service Improvement (CSI)
</b></p><ul><li>Analyze performance data, incident trends, and client feedback to identify systemic weaknesses and lead initiatives for continual improvement in service operations and technical processes.
</li>Deploy and maintain a knowledge system (within FreshService) based on the recurrence of common errors to drive first-call resolution and empower L1/L2 teams.<br>
<li>
<br>
</li></ul><p><b>Required Experience and Qualifications:
</b></p><ul><li>Bachelor&rsquo;s degree in computer science, Information Technology, or a related field.
</li><li>Minimum of 8-10 years of progressive experience in IT Operations and Support, with at least 3-5 years in a managerial role overseeing technical teams and similar IT Support functions.
</li><li>Certifications: ITIL Foundation certification is mandatory; higher-level ITIL certifications (e.g., ITIL Intermediate or Expert) are highly preferred.
</li><li>Extensive, demonstrable experience in defining, implementing, and managing IT services using ITIL principles and methods.
</li><li>Proven experience managing an enterprise-level ITSM tool like FreshService to drive operational maturity.
</li>Strong leadership, resource management, and budget management skills.<br>
<li>
</li></ul><p><br>
<b>Desired Skills:
</b></p><ul><li>Strong technical background in enterprise systems, networking, or cloud platforms (Azure/AWS).
</li><li>Experience with managing global or geographically distributed teams.
</li>Proficiency in using persuasive communication methods to promote shared understanding across diverse technical and business audiences.<br>
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</li></ul><p><b>Working for us
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At Cyncly, we call our team OneCyncly, a reflection of how we work together as one, united by our purpose: powering businesses that bring spaces to life. Our strength comes from our diversity of experiences, perspectives, and skills - and we thrive when we work together with openness, trust, and respect.
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Here, you&rsquo;ll join a group of colleagues who take ownership, solve problems, and focus on making an impact. We embrace curiosity, welcome new ideas, and see mistakes as opportunities to learn. You&rsquo;ll have the freedom to work flexibly and autonomously, supported by teammates and leaders who are committed to your growth.
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We celebrate the different ways people contribute and encourage everyone - from every background - to bring their authentic self to work. Because when we collaborate, challenge each other, and share what we know, we build something better together.
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If you want to work in a place where your ideas matter, your growth is valued, and your work shapes the spaces people live, work, and play in - Come join us.</p></div>

IT Operations Manager

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