IT Operations Manager

In this hands-on and strategic role, you will lead our 2nd Line Delivery & Support team. Your key responsibilities will include managing the end-to-end incident and problem management lifecycle, including conducting root cause analysis. You will identify recurring issues and collaborate with the engineering and product teams to drive prevention. Monitoring SLAs and tracking metrics such as MTTR and incident volumes will be part of your efforts to improve service levels. You will drive continuous improvement and process optimization across the team, allocate resources efficiently, mentor team members, and act as an incident commander during major outages. Collaboration with cross-functional teams (product, engineering, operations) will be crucial to prioritize and deliver work effectively. Lastly, you will create and maintain strong operational processes, automation, and documentation.