Job Summary:
Responsible for leading the organization's IT infrastructure, network performance, and service management functions to ensure high availability, scalability, and operational excellence. This role drives the transformation of IT into a proactive, intelligent, and automation-driven function by integrating AI and modern technologies, while delivering seamless support for business-critical systems.
Key Responsibilities:
1. Infrastructure & Network Management
- Oversee hybrid infrastructure across on-premise data centers and cloud platforms (AWS, Azure, GCP)
- Ensure 24/7 network availability, performance monitoring, and reliability standards
- Define and manage system availability benchmarks and performance metrics
- Manage the full lifecycle of IT assets, including procurement, deployment, and decommissioning
2. IT Service Management (ITSM) & Application Support
- Lead incident and service request management with a strong business-oriented approach
- Ensure stability, performance, and continuous improvement of core business applications
- Define, monitor, and report Service Level Agreements (SLAs) to stakeholders
- Enhance service delivery processes aligned with ITIL best practices
3. AI, Automation & Operational Excellence
- Drive automation initiatives to eliminate repetitive manual tasks (AIOps)
- Implement predictive monitoring tools to proactively detect and prevent system issues
- Continuously improve IT processes using automation frameworks and modern technologies
- Lead the adoption of AI-driven solutions to enhance operational efficiency and reduce downtime
4. Leadership & Strategy
- Build and lead a high-performing IT operations team
- Foster a culture of efficiency, accountability, and continuous improvement
- Align IT operations strategy with overall business objectives
- Lead crisis management and critical incident response (War Room scenarios)
Qualifications:
- Bachelor's degree in IT, Computer Science, or related field (Master's preferred)
- Minimum 10 years of experience in IT Operations, with at least 5 years in a leadership role
- Strong expertise in networking, virtualization, and cloud infrastructure
- Proven experience managing hybrid environments (on-premise + cloud)
- ITIL certification or equivalent hands-on ITSM experience
- Demonstrated success in implementing automation or AI-driven solutions (e.g., Terraform, Ansible, N8N, ServiceNow AI)
- Strong problem-solving skills with the ability to perform under pressure
Key Competencies:
- Strategic leadership and team management
- Strong analytical and problem-solving skills
- Proactive and automation-driven mindset
- Excellent communication and stakeholder management
- High sense of ownership and accountability
