Cyncly - Manager - IT Operations

About the Role:
- 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.
- 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.
Key Position Responsibilities Include:
Service Operations and Leadership:
- Lead, mentor, and manage the Infrastructure Operations (L3) teams, fostering a culture of exceptional customer service, accountability, and technical excellence.
- Define staffing models, manage resource allocation, and plan the operational task schedule to ensure a stable, secure application and IT infrastructure operations.
- Develop, promote and enhance the use of AI based technologies to improve the quality and speed of outcomes.
- 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.
Manage the IT Operations budget and control costs according to internal financial procedures.

Operational Governance (ITIL & FreshService):
- 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.
- Incident Management Escalation: Act as the highest point of escalation for high-severity incidents, providing leadership & comms during Major Incidents until full resolution.
- 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.
- ITSM Tool Management: Ensure the optimal and rigorous use of FreshService across the organization for Incident, Problem, Change, and Knowledge Management workflows.
- Develop and maintain customer support policies, procedures, and standards, ensuring rigorous application of information security principles within support services.
Infrastructure Oversight and Stability:
- Oversee the teams responsible for maintaining and operating critical IT infrastructure components, including backup and recovery systems, enterprise Linux environments, and monitoring solutions (Zabbix).
- Demonstrate a depth of technical expertise to anticipate critical component failure and ensure robust provision for recovery with minimum downtime.
- Monitor KPIs and systems health metrics to maintain proactive operational awareness.
Continuous Service Improvement (CSI):
- Analyze performance data, incident trends, and client feedback to identify systemic weaknesses and lead initiatives for continual improvement in service operations and technical processes.
- 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.
Required Experience and Qualifications:
- Bachelor's degree in computer science, Information Technology, or a related field.
- 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.
- Certifications: ITIL Foundation certification is mandatory; higher-level ITIL certifications (ITIL Intermediate or Expert) are highly preferred.
- Extensive, demonstrable experience in defining, implementing, and managing IT services using ITIL principles and methods.
- Proven experience managing an enterprise-level ITSM tool like FreshService to drive operational maturity.
- Strong leadership, resource management, and budget management skills.
Desired Skills:
- Strong technical background in enterprise systems, networking, or cloud platforms (Azure/AWS).
- Experience with managing global or geographically distributed teams.
- Proficiency in using persuasive communication methods to promote shared understanding across diverse technical and business audiences.