IT Operations Manager

Experience:

• Minimum 7 years' experience leading and directing IT operations
• Demonstrated experience in an Operations or Technology leadership position leading support teams
• Demonstrated experience leading multiple staff and external vendor partners

Responsibilities:

• Highly self-motivated and directed
• Ability to create business cases and budgets in support of IT initiatives
• Strong problem-solving and issue resolution skills
• Apply root cause analysis in problem-solving
• Lead and communicate with all stakeholders effectively
• Drive multiple projects to closure in a timely manner
• Act as first point of contact for any major application-related escalations and initiate war rooms to provide quick resolution or workaround
• Participate in fortnightly and monthly operational reviews of support operations with business stakeholders
• Govern SLA/OLA management and ensure contractual compliance with vendors
• Manage a small, skilled team of support analysts and developers
• Own and monitor support team KPIs
• Identify automation opportunities, own project deliveries, and ensure timely completion
• Own Incident and Problem Management processes
• Ensure RCA (Root Cause Analysis) and CAPA (Corrective and Preventive Actions) analysis is effectively performed
• Identify areas of improvement in the existing processes and implement lean and effective solutions

Competencies & Skills:

• Excellent communication and organizational skills
• Strong analytical skills
• Strong project management skills
• IT best practices knowledge for General Insurance and applications
• Understanding of ITIL processes (Incident, Problem, and Change Management)
• Good understanding of the insurance business domain
• Stakeholder engagement and expectation management
• Vendor governance and performance tracking

Preferred Qualifications:

• Relevant training or certification in ITIL (nice to have)
• Proven experience in managing cross-functional IT support teams
• Background in General Insurance IT systems