全职 IT Infrastructure Operations Manager 工作, 薪水 up to SGD 10,000, ARISTON SERVICES PTE. LTD. Southeast (Singapore) 公司招聘中 - Ricebowl

IT Infrastructure Service Operations Manager

Role Purpose

The IT Infrastructure Service Operations Manager is responsible for ensuring end-to-end operational excellence across all infrastructure services, driving service delivery to clients, managing operations teams, and enforcing ITIL-aligned processes. This role provides technical governance, leads major incident response, ensures compliance, and continuously improves operational efficiency through automation, analytics, and process maturity.

Key Responsibilities

A. Service Delivery Oversight

• Ensure end-to-end delivery of IT infrastructure services across network, cloud, server, storage, workplace/EUC, and service desk towers.
• Maintain service levels, KPIs, and contractual commitments with strong adherence to ITIL standards.
• Monitor and drive proactive service delivery for clients across all channels (human, digital, automated).
• Govern incident, problem, and change processes; ensure compliance and best practices.
• Conduct daily/weekly servicere views, operational performance checks, and escalation management.
• Oversee shift operations ensuring 24x7 coverage and smooth handovers between teams.

B. Technical Governance& Operations

• Act as a technical authority for all infrastructure domains, guiding SMEs and engineering teams.
• Review monitoring/alerting frameworks and drive proactive issue detection.
• Oversee patching, upgrades, capacity planning, and infrastructure health checks.
• Lead RCA for major incidents and establish preventive action plans.
• Govern risk assessments, change implementation quality, and rollback strategies.
• Ensure architecture documentation, runbooks, and SOPs are maintained and current.
• Support operational readiness and steady-state transitions after onboarding new services.

C. Client Engagement &Stakeholder Management

• Engage directly with clients for technical operations and routine service reviews.
• Present performance reports, incident summaries, SLA compliance, risks, and improvement actions.
• Maintain accurate client information repositories, operational manuals, and requirement documentation.
• Coordinate with client delivery teams to drive proactive incident management and service improvements.

D. People & Vendor Management

• Lead, mentor, and coach L1–L3engineers, shift leads, and service desk managers.
• Define roles, responsibilities, and performance KPIs for operations staff.
• Manage third-party vendors, OEM partners, and ensure SLA & contract adherence.
• Review training needs and drive upskilling programs across technical domains.
• Foster a culture of accountability, innovation, collaboration, and continuous improvement.

E. Continuous Service Improvement (CSI)

• Identify and execute automation, orchestration, and optimization opportunities.
• Feed CSI priorities into automation and engineering teams for implementation.
• Evaluate service trends to reduce recurring incidents and improve MTTR/MTTI.
• Promote knowledge management practices and lessons-learned programs.
• Lead operational improvement initiatives post-transition or technology rollout.

F. Compliance, Security& Risk Management

• Ensure adherence to security baselines, audit requirements, and data protection standards.
• Collaborate with security teams on vulnerability remediation, compliance reporting, and risk mitigation.
• Maintain risk registers and ensure corrective/preventive actions are documented and executed.
• Validate license compliance, change approvals, and technology governance policies.

G. Reporting &Operational Analytics

• Prepare daily/weekly/monthly service dashboards and operational performance reports.
• Analyze service metrics, operational data, and trends to identify issues and improvement opportunities.
• Support governance forums, internal/external audits, and client satisfaction programs.

Required Skills &Experience

Technical Skills

• Strong domain experience across:

o Network, Unix, Cloud, DataCenter, Security, Collaboration/UC, and Workplace technologies.

• Experience in virtualization platforms (Nutanix, VMware, Hyper-V).
• Experience with enterprise observability and monitoring tools (Solarwinds, Logic Monitor, ElasticSearch, Kibana, Grafana).
• Strong understanding of ITIL processes and enterprise infrastructure operations.

Leadership & ManagementSkills

• Advanced experience coaching and mentoring engineering teams.
• Demonstrated success driving continual service improvement and automation-led transformation.
• Proven track record in organizational change management and multi-tower operational leadership.
• Strong communication, stakeholder management, and conflict-resolution ability.

Key Attributes

• Strong problem-solving and analytical mindset.
• Ability to work under pressure and lead teams during critical incidents.
• Customer-focused orientation with a continuous improvement mindset.
• High level of accountability, ownership, and decision-making capability.

We are proud of being IT Partners of choice of several medium and large

global organizations. Since our inception in 2014, we have grown by

addressing the evolving needs of our customers and contributing our best

towards their growth and success. We are a rapidly growing provider of IT

Solutions and Services offering a wide range of expertise to meet our

customers growing needs. We are focused on providing services around

Enterprise Solutions and Custom solutions.