technical operations manager

Rhode Island Turnpike and Bridge Authority

Job Summary The Manager of Technical Tolling Operations is responsible for overseeing RITBA's all electronic tolling system, including all back-office system, lane-side (gantry) cameras and software, interoperability with other tolling agencies, and technical operations for the entire Tolling Department.Duties<ul><li>Maintain, analyze, report, and troubleshoot all aspects of an all-electronic tolling system, including all back-office system, lane-side (gantry) cameras and software, interoperability with other tolling agencies, adherence to applicable business rules, file specifications, and interface control documents, and all related technical operations</li><li>Liaison to the Interagency Group (IAG) on Executive Management, Policy, Reciprocity Committees, while maintaining effective working relations and communications with the various agencies in the IAG</li><li>Responsible for the operation and documentation of an appropriate system of internal controls</li><li>Responsible for identifying areas of improvements to processes to increase productivity, enhance the customer experience, and reduce costs and risks through operational and technological enhancements</li><li>Provide analysis and reports for auditors, Board of Directors, and Executive Director</li><li>Liaison for the Governor&rsquo;s Office for constituent affairs and maintain a working relationship with all state of Rhode Island agencies and reconcile accounts monthly</li><li>Liaison for the RI Division of Motor Vehicles and RI State Police for toll enforcement</li><li>Tracking and monitoring key performance indicators (KPI&rsquo;s), system issues and updates</li><li>Represent RITBA in many external organizations such as IBTTA, New England Tolling Agencies, and the Eastern Corridor Coalition</li><li>Establish and assure adherence to budget, schedules, work plans, and performance requirements</li><li>Define, implement, and revise operational policies with the department director</li><li>Identify performance improvement opportunities within the tolling department and recommend a strategy to optimize operations</li><li>Manage both internal and external contracts necessary to operate Tolling programs, ensuring all performance quality standards are met</li><li>Participate in the planning and development of back-office system, technical and roadside toll collection equipment/system projects</li><li>Work with finance on the various key performance indicators and controls on toll revenue</li></ul>Requirements<ul><li>Proven experience in transportation operations management or tolling systems with a strong understanding of electronic toll collection technology.</li><li>Excellent leadership skills with the ability to motivate teams, coordinate cross-departmental projects, and drive continuous improvement initiatives.</li><li>Strong analytical skills with proficiency in data analysis tools and reporting software to interpret performance metrics effectively.</li><li>Exceptional problem-solving abilities with a proactive approach to troubleshooting technical issues swiftly.</li><li>Knowledge of regulatory standards related to tolling operations, data security, and financial compliance.</li><li>Effective communication skills for liaising with vendors, internal teams, and external stakeholders clearly and professionally.</li><li>Ability to adapt quickly in a fast-changing environment while maintaining attention to detail. Join us as we innovate tolling operations&mdash;empowering our team members to deliver exceptional service while advancing operational excellence!</li><li>Knowledge of the Interagency Group</li><li>Broad technical expertise and interoperable transaction/payment industry knowledge</li><li>Excellent Communication skills</li><li>Ability to train, support and motivate staff</li></ul>Pay: $85,000.00 - $100,000.00 per yearBenefits:<ul><li>401(k) matching</li><li>Dental insurance</li><li>Employee assistance program</li><li>Health insurance</li><li>Health savings account</li><li>Life insurance</li><li>Paid time off</li><li>Vision insurance</li></ul>Application Question(s):<ul><li>How many years of experience do you have working with Tolling and/or Transportation technologies?</li></ul>Work Location: Hybrid remote in Jamestown, RI 02835

Technical Tolling Operations Manager

ibex

<div>
 The Technical Account Manager (TAM) is the primary technical point of contact between Ibex and the client, ensuring stable and efficient contact center technology operations. This role manages technical onboarding, service delivery, escalations, and SLA performance while coordinating closely with Operations, IT, and Infrastructure teams to drive issue resolution and continuous improvement.
 
 
 <ul>
 <li>
 Serve as the primary technical liaison between Ibex and the client.
 </li>
 <li>
 Manage onboarding, deployment, and ongoing technical performance for contact center technology operations.
 </li>
 <li>
 Builds strong technical relationships with clients and translates client requirements into technical tasks for internal teams.
 </li>
 <li>
 Handles technical escalations, drives issue resolution, and coordinates RCAs with internal teams.
 </li>
 <li>
 Documents client requirements, workflows, risks, and technical profiles clearly.
 </li>
 <li>
 Monitor service delivery, analytics, and SLAs.
 </li>
 <li>
 Identifies risks early and prevents issues through proactive monitoring
 </li>
 <li>
 Maintains accurate documentation, client technical profiles, and playbooks
 </li>
 <li>
 Coordinate improvement initiatives, feature adoption, platform improvement and Stability initiatives with Operations and IT Infrastructure.
 
 
 </li>
 </ul>
 
 Responsibilities
 
 
 
 <ul>
 <li>
 </li>
 <ul>
 <li>
 Strong understanding of IT infrastructure, networks, and system performance.
 </li>
 <li>
 Ability to translate technical concepts for non-technical stakeholders.
 </li>
 <li>
 Customer-focused mindset with a commitment to client stability and satisfaction.
 </li>
 <li>
 Critical thinker with the ability to anticipate risks and prevent issues.
 </li>
 <li>
 Excellent communication, client-handling, and escalation-management skills.
 </li>
 <li>
 Strong analytical and troubleshooting skills.
 </li>
 <li>
 Attention to detail in documentation, RCAs, and configurations
 </li>
 <li>
 Resilient under pressure, especially during incidents or outages
 </li>
 <li>
 Experience working with SLAs, reporting, and performance monitoring tools.
 </li>
 <li>
 Ability to coordinate between cross-functional teams (Ops, IT, Infra).
 
 </li>
 </ul>
 </ul>
 The TAM will consolidate IT updates, manage communication with the client, and ensure follow-through across teams
 
 
 
 Qualifications
 
 
 
 <ul>
 <li>
 Bachelor's degree in computer science, Information Technology, Engineering, or related field.
 </li>
 <li>
 3&ndash;5+ years of experience in IT support, technical operations, or technical account management or similar roles.
 </li>
 <li>
 Experience working in BPO, contact center, SaaS, or enterprise IT environments preferred.
 </li>
 <li>
 Familiarity with SLAs, operational workflows, and incident management processes.
 </li>
 </ul>
</div>

Assistant Manager, (Technical Account Management TAM)

Krila Consultancy

<div>Location: Istanbul, Turkey (Hybrid/Field)
Company: Edge Signal
Reports to: Customer Success &amp; Operations
Our client Edge Signal is an innovation-driven AI technology company based in Canada, providing an Edge AI platform for the world&rsquo;s largest retail groups. We don't install cameras or pull cables; we provide an intelligent &quot;Overlay&quot; that connects to existing CCTV infrastructure to generate high-value behavioral metrics.
We are looking for a Customer Success Manager to own the end-to-end delivery of our solution. You will be the &quot;bridge&quot; between our world-class development team in Canada and the operations teams of our Tier-1 clients.
What You Will Do<ul><li>Deployment Orchestration: Manage the end-to-end rollout of Edge Signal boxes across retail sites. You will coordinate logistics, verify hardware arrival, and ensure the onboarding process is seamless.</li><li>Technical Liaison: Act as the primary technical point of contact for client IT and Network departments. You will guide them through firewall permissions, NVR configurations, and IP address assignments.</li><li>Remote Site Auditing: Lead the remote configuration of cameras. You will assess camera angles, map RTSP streams, and determine the optimal setup for specific AI rules.</li><li>Team Leadership: Manage and mentor a junior operations team responsible for daily site health checks and basic onboarding tasks.</li><li>Process Architecture &amp; Documentation: You will own the &quot;Institutional Memory&quot; of our operations. You are responsible for clearly defining, documenting, and maintaining all onboarding and regular site-check procedures. Your goal is to ensure that information belongs to the organization, not a person, making our expansion &quot;anti-fragile&quot; and independent of any single individual.</li><li>Tooling &amp; Automation Strategy: You will identify manual friction points in the daily operations of your team and work directly with the development team to request and define the internal tools needed to automate health checks and simplify the management of 700+ sites.</li><li>Customer Success &amp; Reporting: Join weekly/bi-weekly client calls to report on site health, identify &quot;data gaps&quot; due to camera positioning, and translate AI snapshots into actionable operational insights.</li><li>Bug Triage: Act as the first filter for technical issues, determining if a problem is a site-specific issue or a software bug requiring escalation.</li></ul><ul><li> 
The Technical Diplomat: You can speak &quot;Networking&quot; with a firewall admin and &quot;Business Value&quot; with a Store Manager in the same hour.</li><li>Process-Obsessed Architect: You believe that if a process isn't documented, it doesn't exist. You take pride in improving systems over time so that the organization &quot;learns&quot; from every deployment and remains efficient even during personnel transitions.</li><li>Efficiency Advocate: You are not content with manual labor. You are constantly looking for ways to use technology to reduce the workload on your team, acting as a bridge between operational pain and engineering solutions.</li><li>Problem Solver: When a camera view is blocked or a port is closed, you don't just report the problem&mdash;you propose the fix.</li></ul>
Requirements<ul><li>Experience: 6&ndash;10 years in B2B Technical Operations, IT Project Management, or System Integration.</li><li>Background: Proven experience managing multi-site technology rollouts (Retail Tech, Security Systems, or Telco Infrastructure).</li><li>Technical Literacy: Comfortable with Networking basics (DHCP, Static IPs, Firewall rules) and Video infrastructure (NVRs, RTSP, IP Cameras).</li><li>Communication: Native Turkish and fluent English (to collaborate with our Canadian HQ and international customers).</li></ul>
Why Edge Signal?
You will join a &quot;kick-ass&quot; development team at the most exciting stage of a startup. You will have a direct impact on the organizational structure and the way we scale our AI to thousands of stores globally.</div>

Customer Success Manager (Retail AI)

Adaptivestack Technologies Inc.

Company Overview Adaptivestack Technologies Inc. is a dynamic software company comprised of a diverse network of technology and business professionals serving both federal and private sector markets. Our team excels at delivering innovative solutions on time and within budget, leveraging extensive experience across healthcare, defense, and other critical industries. We pride ourselves on being adaptive&mdash;embracing new technologies, methodologies, and processes to meet evolving business needs.Overview AdaptiveStack Technologies is seeking an experienced Operations Manager to support the Department of Veterans Affairs (VA) VHA Finance Product Line (PL), specifically within the Managerial Cost Accounting (MCA) sub-Product Line. This role requires a blend of IT project leadership expertise, strong operational management skills, and exceptional cross-functional communication abilities to oversee day-to-day operations, manage incident responses, and drive continuous improvement efforts across the sub-product line.In this role, you will serve as the operational backbone of the MCA team &ndash; monitoring workflows, facilitating stakeholder communication, and partnering with technical teams to troubleshoot issues, plan system upgrades, and implement infrastructure improvements. You will leverage tools such as Jira, ServiceNow, and GitHub to manage operational challenges and opportunities for improvement while applying Agile Lifecycle Management and cybersecurity best practices to ensure that mission-critical systems remain reliable and compliant. The position does not carry direct supervisory responsibility but demands thought leadership, rapid learning, and an innovative mindset to guide clients through conceptualization, strategic planning, and execution.Key Responsibilities<ul><li>Operational Oversight and Issue Resolution: Oversee daily operations in collaboration with the sub-product line manager, ensuring smooth workflows and timely issue resolution. Monitor incident responses and escalate as needed to minimize service disruptions and maintain operational continuity.</li><li>Stakeholder Input and Process Improvement: Provide observations, input, and feedback to the sub-product line manager on operational challenges, process improvements, efficiency enhancements, risks and issues, blockers, technical innovation opportunities, and VHA customer relationship management. Identify and champion actionable recommendations.</li><li>Tools-Driven Operational Management: Utilize Jira, ServiceNow, and GitHub to monitor operational health, understand improvement opportunities, track work items, and report on progress. Ensure accurate and up-to-date records of IT systems, processes, and configurations.</li><li>Technical Collaboration and Infrastructure Planning: Work closely with technical teams to troubleshoot existing issues, plan system upgrades, and implement long-term infrastructure improvements. Support cloud migration preparations and ad hoc tiger team initiatives as directed.</li><li>Cross-Functional Communication and Stakeholder Alignment: Facilitate cross-functional communication by organizing stakeholder meetings and follow-ups to ensure alignment and minimize communication gaps. Build and maintain strong relationships with VHA clients and internal organizational stakeholders.</li><li>Special Projects Management: Manage special projects as assigned by the sub-PL manager, including cloud migration preparations and tiger team initiatives to address pressing, ad hoc operational needs.</li><li>Cybersecurity Compliance: Apply cybersecurity best practices to identify, assess, and remediate critical vulnerabilities, ensuring compliance with VA and federal security policies and standards.</li><li>Agile Delivery Support: Partner with project managers to define Jira epics, user stories, and tasks; track progress; and drive work items to successful completion. Actively participate in and, at times, lead continuous improvement efforts to advance Agile Lifecycle Management maturity across the portfolio, product line, and sub-product line.</li><li>Performance Monitoring and Reporting: Manage product team and sub-PL performance and reporting by establishing and closely tracking objectives and key results (OKRs) and key performance indicators (KPIs). Contribute to status reports and operational metrics.</li><li>IT Service Level Management: Define and maintain IT service levels and agreements, including incident response, problem resolution, and service request fulfillment. Collaborate with peer operations managers across product lines to support cross-cutting process improvements.</li></ul>Required Experience and Qualifications<ul><li>Master&rsquo;s degree in Computer Science, Electronics Engineering, or other engineering or technical discipline. (10 years of additional relevant experience may be substituted for education.)</li><li>Strong understanding of ITSM frameworks, such as ITIL, with demonstrated ability to apply best practices in incident, problem, change, and service request management.</li><li>Proven documentation and knowledge management skills to maintain accurate, up-to-date records of IT systems, processes, and configurations.</li><li>Strong understanding of IT performance monitoring and reporting at the product team and sub-PL levels, including OKR/KPI development and tracking.</li><li>Excellent interpersonal and communication skills to work effectively with IT departments, business units, VHA clients, and external stakeholders to align IT operations with organizational objectives.</li><li>Demonstrated ability to manage multiple concurrent tasks and competing priorities in a fast-paced, dynamic environment.</li><li>Proficiency with MS Office Suite, MS SharePoint, and MS Teams for documentation, collaboration, and communication.</li><li>Highly motivated analytical thinker with proven problem-solving abilities and a track record of taking initiative in complex operational environments.</li><li>Ability to quickly learn client environments, conduct independent research, and lead or support the resolution of complex issues.</li><li>Excellent verbal communication, oral presentation, facilitation, and written communication skills. Ability to translate technical concepts for non-technical audiences.</li><li>Strong attention to detail with the ability to meet deadlines, maintain organized records, and ensure accuracy across all deliverables.</li></ul>Required Experience and Qualifications<ul><li>Previous experience supporting VA Health Finance, VHA, or federal government IT operations programs.</li><li>Proficiency with ServiceNow for ITSM workflow management, documentation, and reporting (highly preferred).</li><li>Proficiency with Jira for Agile project tracking, epic/story management, and sprint reporting (highly preferred).</li><li>VA project management experience, including familiarity with VA processes, compliance standards, and organizational structure (highly preferred).</li><li>Experience across all areas of the Software Development Life Cycle (SDLC).</li><li>Knowledge of cloud migration strategies, DevSecOps practices, and government IT modernization initiatives.</li><li>Understanding of Agile/Scrum methodologies and sprint-based delivery approaches.</li><li>Experience with cybersecurity frameworks, vulnerability remediation, and federal security compliance (NIST, FISMA, FedRAMP).</li><li>Certification: ITIL 4, PMP, CSM, SAFe, or other IT Service Management / Agile / Project Management certifications.</li></ul>Pay: $90,000.00 - $100,000.00 per yearBenefits:<ul><li>401(k)</li><li>Dental insurance</li><li>Health insurance</li><li>Paid time off</li><li>Vision insurance</li></ul>Education:<ul><li>Master's (Preferred)</li></ul>Experience:<ul><li>Project management: 3 years (Preferred)</li><li>Microsoft Office: 5 years (Preferred)</li><li>Jira: 3 years (Preferred)</li><li>ServiceNow: 3 years (Preferred)</li><li>SDLC: 3 years (Preferred)</li></ul>Language:<ul><li>English (Preferred)</li></ul>License/Certification:<ul><li>ITIL Certification (Preferred)</li><li>PMP (Preferred)</li><li>Certified Scrum Master (Preferred)</li></ul>Security clearance:<ul><li>Confidential (Preferred)</li></ul>Work Location: Remote

Operations Manager

Orion Health

<div>Innovate With Purpose
Do you want to work for a company that is innovating and making a difference to the health and wellbeing of people all over the world? We&rsquo;re not about selling meaningless, unnecessary products for corporate profitability. You&rsquo;ll be working on technology that will revolutionise global health systems so that we can finally get the healthcare we all want - a basic human right. 
We like to think of ourselves as a community of start-ups where you can be your true, genuine self. Each of our product teams has the autonomy to decide how they operate and contribute towards our mission of providing each person with the right care at the right time and in the right place. 
Orion Health is excited to be expanding our galaxy by recruiting for a number of stellar individuals to join our team to help us deliver to our global customer base. If you want to climb aboard the rocketship and help us revolutionise global health systems, astronomical opportunities await.
Purpose
As the Technical Account Manager, you will oversee the delivery, reliability, and overall performance of services for a major Orion Health client based in Pennsylvania. You will ensure the successful maintenance, upgrades, and support of our software platforms while acting as a trusted client partner and key liaison between customers and internal engineering and operations teams.
Success looks like
You will work closely with Technical Operations, Engineering, and Service Operations teams to deliver high-quality service and continuously improve service delivery. Clients experience strong platform reliability and transparency, complex issues are addressed proactively, and service delivery processes continue to improve over time.
Business Unit
The Orion Health Operations group supports leading healthcare organizations by delivering reliable platforms, proactive problem-solving, and a strong focus on customer success.
This role reports to the VP, Delivery &amp; Operations USA.
Key Responsibilities
Client Relationship &amp; Technical Partnership<ul><li>
Build and maintain strong relationships with client stakeholders including technical leaders, architecture teams, and executive sponsors.
</li><li>Act as the primary point of contact for technical service delivery issues and escalations.
</li><li>Work with clients to understand their goals and translate them into service delivery plans and improvements.
</li><li>Lead regular service reviews, including discussions around platform health, incidents, and opportunities for improvement.
</li></ul>Service Delivery Oversight<ul><li>
Oversee the ongoing delivery of services including upgrades, integrations, monitoring, and support.
</li><li>Ensure services meet agreed performance, availability, and security expectations.
</li><li>Work with internal teams to improve visibility into system performance and operational metrics.
</li><li>Help coordinate platform or infrastructure changes to ensure minimal disruption to client services.
</li></ul>Incident &amp; Operational Management<ul><li>
Coordinate responses to major service incidents and help ensure issues are resolved quickly.
</li><li>Participate in change management processes to ensure updates are planned and communicated effectively.
</li><li>Support root cause analysis and help drive improvements to prevent recurring issues.
</li><li>Contribute to improving incident and operational processes.
</li></ul>Collaboration &amp; Continuous Improvement<ul><li>
Work closely with engineering, product, and infrastructure teams to resolve issues and improve service performance.
</li><li>Promote accountability, collaboration, and continuous improvement across teams.
</li><li>Help identify opportunities to improve service reliability and operational efficiency.
</li></ul>Risk &amp; Compliance<ul><li>
Identify potential service or operational risks and escalate when needed.
</li><li>Ensure services align with healthcare security, privacy, and compliance requirements.
</li><li>Support service reviews and improvement initiatives to maintain strong operational standards.
</li></ul>Behavioural and Technical Capabilities<ul><li>
Strong ability to understand technical systems and communicate effectively with both technical and business stakeholders.
</li><li>Excellent relationship management and communication skills.
</li><li>Strong problem-solving and analytical abilities.
</li><li>Comfortable managing multiple priorities and working in fast-paced environments.
</li></ul>Skills and Qualifications<ul><li>
Bachelor&rsquo;s degree in Computer Science, Information Technology, Engineering, or a related field.
</li><li>7+ years of experience in technical account management, service delivery, technical operations, or similar roles.
</li><li>Experience working with enterprise software platforms and supporting customer environments.
</li><li>Familiarity with cloud platforms and modern software delivery practices is beneficial.
</li><li>Experience working in regulated industries such as healthcare is preferred.
</li><li>Certifications such as ITIL, PMP, or cloud certifications (AWS, Azure, GCP) are advantageous.</li></ul></div>

Technical Account Manager

Infinite pl

<div>
 
 Infinite pl,
 
 is a digital led tech firm driven to become a digital logistics pioneer by harnessing the power of people, data, and platforms. We are enabled through in-house, external, network, &amp; other investment capabilities which we utilize to orchestrate &amp; build innovative platforms that tackle complex problems within logistics &amp; adjacent sectors.
 
 
 
 Infinite pl&rsquo;s
 
 mission is nothing short of a logistics revolution! We're here to enrich the experiences of governments, businesses, and residents around the world through cutting-edge digital solutions.
 
 
 
 "We're not just players; we're game-changers."
 
 
 
 Job Summary:
 
 
 
 <ul>
 <li>
 We are seeking an experienced Operations Manager to lead the technical operations team responsible for running a mission-critical platform with a target availability of 99.99%. The role will ensure service stability, SLA achievement, ITSM process compliance, security and regulatory compliance, and continuous improvement across operations. The Operations Manager will own day-to-day service operations, major incident leadership, operational readiness, vendor coordination, and reporting to senior stakeholders
 
 
 
 
 
 </li>
 </ul>
 
 Key Objectives:
 
 
 
 <ul>
 <li>
 Oversee stable operations for the platform with 99.99% availability
 </li>
 <li>
 Enforce and continuously improve ITSM processes (Incident, Problem, Change, Request, Release, Knowledge, CMDB)
 </li>
 <li>
 Ensure SLA / SLO compliance, operational readiness, and performance reporting
 </li>
 <li>
 Maintain strong security posture and ensure adherence to applicable compliance requirements
 
 
 
 
 
 </li>
 </ul>
 
 Key Responsibilities:
 
 
 
 <ul>
 <li>
 1) Service Operations Leadership
 </li>
 <li>
 Oversee the platform operations team (NOC/Operations Engineers/SRE-like functions as applicable) to ensure reliable, secure, and high-performing services
 </li>
 <li>
 maintain clear operating rhythms: daily ops reviews, weekly service health checks, monthly SLA reviews, and quarterly service improvement plans
 </li>
 <li>
 Drive on-call readiness, shift coverage, escalation paths, and decision-making during critical events
 </li>
 <li>
 2) ITSM Process Ownership &amp; Compliance
 </li>
 <li>
 Own and enforce ITSM processes end-to-end
 </li>
 <li>
 Audit operational adherence and drive corrective actions for non-compliance
 </li>
 <li>
 3) SLA, Availability, and Reliability Management
 </li>
 <li>
 Ensure continuous tracking and achievement (availability, response time, resolution time, performance)
 </li>
 <li>
 Manage availability and resilience practices: redundancy validation, capacity planning, proactive monitoring, and performance tuning
 </li>
 <li>
 Lead post-incident reviews and drive measurable improvements
 </li>
 <li>
 4) Security &amp; Compliance, Partner with security teams to ensure:
 </li>
 <li>
 Timely patching and remediation
 </li>
 <li>
 Secure configuration baselines
 </li>
 <li>
 Audit readiness and evidence collection
 </li>
 <li>
 Incident response alignment and reporting
 </li>
 <li>
 Enforce least privilege access and periodic access reviews
 </li>
 <li>
 5) Monitoring, Observability, and Operational Tooling
 </li>
 <li>
 Ensure comprehensive monitoring and alerting coverage for infrastructure, applications, APIs, databases, integrations, and security events
 </li>
 <li>
 Ensure operational toolchain effectiveness (ITSM tool, monitoring, CI/CD visibility, CMDB, asset management)
 </li>
 <li>
 6) Stakeholder &amp; Vendor Management
 </li>
 <li>
 Act as the primary operations interface for internal stakeholders and external partners/vendors
 </li>
 <li>
 Manage vendor SLAs and ensure effective collaboration for incident resolution, patching, upgrades, and service improvements
 </li>
 <li>
 Provide clear operational communications during incidents and planned maintenance
 </li>
 <li>
 7) Reporting &amp; Governance
 </li>
 <li>
 Produce weekly/monthly service reports including SLA performance, availability, incidents, trends, risks, and improvement actions
 </li>
 <li>
 Maintain an operational risk register and ensure mitigation plans are executed
 </li>
 <li>
 Present service health and improvement plans to leadership
 
 
 
 
 
 </li>
 </ul>
 
 Required Qualifications:
 
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in Computer Science, Information Systems, Engineering, or equivalent experience
 </li>
 <li>
 5+ years in IT operations / production support roles, with 2+ years leading teams for critical services
 </li>
 <li>
 Strong hands-on understanding of operating high-availability platforms (24/7 environments)
 </li>
 <li>
 Proven experience implementing and running ITSM processes in production (ITIL-aligned)
 
 
 
 
 
 </li>
 </ul>
 
 Technical &amp; Professional Skills:
 
 
 
 <ul>
 <li>
 Deep understanding of incident/problem/change management, operational readiness, and service governance
 </li>
 <li>
 Experience with cloud and modern platform operations (e.g., cloud infrastructure, APIs, containerized services) is preferred
 </li>
 <li>
 Ability to define, track, and improve operational KPIs and reliability metrics
 </li>
 <li>
 Strong stakeholder management, structured communication, and decision-making under pressure
 
 
 
 
 
 </li>
 </ul>
 
 Preferred Certifications:
 
 
 
 <ul>
 <li>
 ITIL Foundation / ITIL Managing Professional (or equivalent ITSM certification)
 </li>
 <li>
 ISO 27001 awareness/certification or security-related certifications
 </li>
 <li>
 Cloud certifications (GCP) is a plus
 
 
 
 
 
 </li>
 </ul>
 
 Working Model:
 
 
 
 <ul>
 <li>
 Full-time, includes on-call leadership and participation in major incident bridges as required
 
 
 
 
 
 </li>
 </ul>
 Infinite pl ♾️ - where innovation meets logistics, and the journey is Infinitely boundless!
 
 
 Let's disrupt logistics together and explore infinite opportunities!
 
 
 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>Infinite pl, is a digital led tech firm driven to become a digital logistics pioneer by harnessing the power of people, data, and platforms. We are enabled through in-house, external, network, &amp; other investment capabilities which we utilize to orchestrate &amp; build innovative platforms that tackle complex problems within logistics &amp; adjacent sectors.</div><div>
</div><div>
Infinite pl&rsquo;s mission is nothing short of a logistics revolution! We're here to enrich the experiences of governments, businesses, and residents around the world through cutting-edge digital solutions.</div><div>
&quot;We're not just players; we're game-changers.&quot;</div> 
<div></div>
<h3 class="jobSectionHeader">
Job Summary:</h3><ul><li>
We are seeking an experienced Operations Manager to lead the technical operations team responsible for running a mission-critical platform with a target availability of 99.99%. The role will ensure service stability, SLA achievement, ITSM process compliance, security and regulatory compliance, and continuous improvement across operations. The Operations Manager will own day-to-day service operations, major incident leadership, operational readiness, vendor coordination, and reporting to senior stakeholders.</li></ul><h3 class="jobSectionHeader">
Key Objectives:</h3><ul><li>
Oversee stable operations for the platform with 99.99% availability.</li><li>
Enforce and continuously improve ITSM processes (Incident, Problem, Change, Request, Release, Knowledge, CMDB).</li><li>
Ensure SLA / SLO compliance, operational readiness, and performance reporting.</li><li>
Maintain strong security posture and ensure adherence to applicable compliance requirements.</li></ul><h3 class="jobSectionHeader">
Key Responsibilities:</h3><ul><li>
1) Service Operations Leadership</li><li>
Oversee the platform operations team (NOC/Operations Engineers/SRE-like functions as applicable) to ensure reliable, secure, and high-performing services.</li><li>
maintain clear operating rhythms: daily ops reviews, weekly service health checks, monthly SLA reviews, and quarterly service improvement plans.</li><li>
Drive on-call readiness, shift coverage, escalation paths, and decision-making during critical events.</li><li>
2) ITSM Process Ownership &amp; Compliance</li><li>
Own and enforce ITSM processes end-to-end.</li><li>
Audit operational adherence and drive corrective actions for non-compliance.</li><li>
3) SLA, Availability, and Reliability Management</li><li>
Ensure continuous tracking and achievement (availability, response time, resolution time, performance).</li><li>
Manage availability and resilience practices: redundancy validation, capacity planning, proactive monitoring, and performance tuning.</li><li>
Lead post-incident reviews and drive measurable improvements.</li><li>
4) Security &amp; Compliance, Partner with security teams to ensure:</li><li>
Timely patching and remediation</li><li>
Secure configuration baselines</li><li>
Audit readiness and evidence collection</li><li>
Incident response alignment and reporting</li><li>
Enforce least privilege access and periodic access reviews.</li><li>
5) Monitoring, Observability, and Operational Tooling</li><li>
Ensure comprehensive monitoring and alerting coverage for infrastructure, applications, APIs, databases, integrations, and security events.</li><li>
Ensure operational toolchain effectiveness (ITSM tool, monitoring, CI/CD visibility, CMDB, asset management).</li><li>
6) Stakeholder &amp; Vendor Management</li><li>
Act as the primary operations interface for internal stakeholders and external partners/vendors.</li><li>
Manage vendor SLAs and ensure effective collaboration for incident resolution, patching, upgrades, and service improvements.</li><li>
Provide clear operational communications during incidents and planned maintenance.</li><li>
7) Reporting &amp; Governance</li><li>
Produce weekly/monthly service reports including SLA performance, availability, incidents, trends, risks, and improvement actions.</li><li>
Maintain an operational risk register and ensure mitigation plans are executed.</li><li>
Present service health and improvement plans to leadership.</li></ul><h3 class="jobSectionHeader">
Required Qualifications:</h3><ul><li>
Bachelor&rsquo;s degree in Computer Science, Information Systems, Engineering, or equivalent experience.</li><li>
5+ years in IT operations / production support roles, with 2+ years leading teams for critical services.</li><li>
Strong hands-on understanding of operating high-availability platforms (24/7 environments).</li><li>
Proven experience implementing and running ITSM processes in production (ITIL-aligned).</li></ul><h3 class="jobSectionHeader">
Technical &amp; Professional Skills:</h3><ul><li>
Deep understanding of incident/problem/change management, operational readiness, and service governance.</li><li>
Experience with cloud and modern platform operations (e.g., cloud infrastructure, APIs, containerized services) is preferred.</li><li>
Ability to define, track, and improve operational KPIs and reliability metrics.</li><li>
Strong stakeholder management, structured communication, and decision-making under pressure.</li></ul><h3 class="jobSectionHeader">
Preferred Certifications:</h3><ul><li>
ITIL Foundation / ITIL Managing Professional (or equivalent ITSM certification)</li><li>
ISO 27001 awareness/certification or security-related certifications</li><li>
Cloud certifications (GCP) is a plus</li></ul><h3 class="jobSectionHeader">
Working Model:</h3><ul><li>
Full-time, includes on-call leadership and participation in major incident bridges as required.</li></ul><div>
Infinite pl ️ - where innovation meets logistics, and the journey is Infinitely boundless!</div><div>
Let's disrupt logistics together and explore infinite opportunities!</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>

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