IT Operations Manager

We build full-fledged innovative solutions with a focus on process automation user experience enhancement and advanced data analytics. With our extensive industry expertise we help achieve operational excellence future-proof your IT investments and ensure a competitive edge in the ever-evolving finance industry.

We are seeking a seasoned IT Operations Manager to take full ownership of our production environment and IT service delivery across all support tiers (L1 L2 L3) and DevOps. This is a senior leadership role designed for someone who can not only manage day-to-day operations for existing clients but also architect the right processes team structures and operational frameworks to onboard and scale new client engagements.

The ideal candidate brings deep experience in digital banking and fintech production environments has a track record of building high-performing support and operations teams from the ground up and can serve as the go-to leader for all production-related decisions. This role reports directly to senior leadership and carries significant influence over service quality operational strategy and client satisfaction

Production & Operations Leadership

Own and lead the entire production support function across L1 L2 and L3 tiers ensuring seamless incident management SLA compliance and service continuity.

Define and implement operational frameworks escalation matrices and support models that can scale across multiple clients and projects.

Establish and manage a structured Production Operations team including hiring mentoring and performance management of support engineers and DevOps engineers.

Serve as the single point of accountability for all production incidents driving rapid resolution while ensuring thorough root cause analysis and preventive actions.

DevOps & Infrastructure Oversight

Oversee the DevOps function including CI/CD pipelines container orchestration (OpenShift/Kubernetes) and deployment automation.

Ensure environment stability across development staging and production collaborating closely with engineering and platform teams.

Drive adoption of monitoring alerting and observability tools (Splunk Grafana Prometheus or equivalent) to enable proactive issue detection.

Process Design & Scalability

Design and document standardized ITIL-aligned processes for incident problem change and release management that can be replicated across new client engagements.

Build playbooks runbooks and knowledge bases to ensure operational consistency regardless of team size or client complexity.

Lead the creation of onboarding frameworks for new clients including environment setup SLA definition team sizing and tooling selection.

Client & Stakeholder Management

Act as the senior operations representative in client-facing engagements presenting SLA performance incident reports and continuous improvement plans.

Partner with Program Managers Delivery Leads and C-level executives to align operational strategy with business objectives.

Participate in pre-sales and proposal activities by defining the production support model and resourcing strategy for potential clients.

Continuous Improvement & Reporting

Identify and drive automation opportunities to reduce manual effort improve MTTR and enhance system reliability

Prepare and deliver executive-level dashboards and reports on operational health team performance and SLA trends

Conduct regular post-incident reviews and lead initiatives to harden systems and eliminate recurring issues.

Benefits

Education & Experience

Bachelors or Masters degree in Computer Science Information Technology Software Engineering or a related field.

10 years of experience in IT operations production support or technical service delivery including at least 5 years in a leadership or management role.

Proven track record within digital banking fintech or financial services production environments.

Demonstrated experience in building scaling and managing IT operations teams across multi-client or multi-product environments.

Strong hands-on expertise in managing L1/L2/L3 support models with well-defined escalation and resolution workflows.

Technical Expertise:

Deep understanding of DevOps practices CI/CD pipelines and containerization platforms such as OpenShift Kubernetes and Docker.

Proficiency in monitoring and log analysis tools including Splunk Grafana Prometheus ELK Stack or similar technologies.

Solid knowledge of microservices architecture Java Spring-based applications and API-driven ecosystems.

Familiarity with cloud platforms (AWS Azure GCP) and hybrid infrastructure environments.

Frameworks & Certifications (Preferred)

ITIL v4 Foundation (or higher) certification is preferred.

Additional certifications such as PMP PRINCE2 AWS/Azure or Kubernetes (CKA/CKAD) are considered an advantage.

Understanding of regulatory and compliance frameworks relevant to financial services (e.g. PCI DSS SOC 2 ISO 27001 SAMA).

Leadership & Soft Skills

Exceptional leadership skills with the ability to build mentor and retain high-performing technical teams.

Strong communication and stakeholder management skills with confidence in engaging C-level executives and client leadership.

Strategic mindset with the ability to translate business requirements into operational plans and scalable team structures.

Excellent problem-solving and decision-making abilities especially during high-pressure or critical incidents.

Proactive ownership-driven approach with a strong focus on operational excellence and continuous improvement.