IT Operations Manager

The IT Operations Manager leads the day-to-day delivery of IT Operations services, ensuring reliable 24/7 operational coverage, monitoring, incident handling and infrastructure support. The role provides operational leadership to the team, organizes work across shifts, drives effective resolution and escalation, and coordinates with Infrastructure, Application Support, Security, Network and other technical teams when specialist support is required.

The role also promotes operational discipline, service quality, reporting accuracy, team capability development and continuous improvement.

Work model : hybrid (3 days per week onsite)

Key Responsibilities:

01. IT Operations Leadership

• Lead day-to-day IT Operations activities and ensure adequate operational coverage.
• Ensure responsibilities and recurring activities are allocated effectively across shifts.
• Coordinate through shift leads and maintain clear ownership of monitoring, incidents, requests and planned activities.
• Act as an escalation point for operational issues requiring management attention.
• Ensure continuity of operations when leaders or key resources are unavailable.

02. Monitoring and Event Management

• Ensure continuous monitoring of infrastructure and applications within the agreed IT Operations scope.
• Ensure alerts are reviewed, investigated, actioned or escalated in a timely manner.
• Coordinate the onboarding and access prerequisites required to monitor new infrastructure and data centers.
• Work with Infrastructure, Network, Security and application teams to improve monitoring coverage and actionability.

03. Incident Management and Escalation

• Ensure incidents are recorded and managed through the defined ticketing process.
• Ensure appropriate L1 troubleshooting is performed before escalation.
• Maintain clear escalation routes to L2, L3 and specialist teams.
• Ensure troubleshooting actions, findings and handovers are documented in tickets.
• Coordinate the operational response to major or high-impact incidents.
• Follow up on unresolved incidents and recurring operational issues.

04. Operational Process Delivery

• Oversee the execution and quality of event management, incident management, L1 incident resolution and request fulfillment.
• Coordinate access-related operational activities, backup monitoring and patch-management activities within scope.
• Ensure IT Operations readiness and participation in disaster recovery activities.
• Maintain clear procedures, runbooks and handover practices for recurring activities.

05. Service Quality and Reporting

• Ensure operational reports and KPIs are accurate, consistent and understandable.
• Establish appropriate validation and review before stakeholder communications are issued.
• Monitor backlog, aging, incidents and operational activities to identify risks or bottlenecks.
• Coordinate the resolution of data inconsistencies with responsible technical and tooling teams.
• Promote high-quality ticket documentation and traceable operational evidence.

06. Business Continuity and Disaster Recovery

• Ensure appropriate team readiness and coverage for continuity scenarios.
• Coordinate IT Operations participation in disaster recovery exercises and operational changes.
• Ensure suitable representation, contactability and handovers during DR activities.
• Support activation and recovery activities that fall within IT Operations scope.

07. Team Management and Capability Development

• Develop the technical, operational and analytical capabilities of team members.
• Identify training and certification needs aligned with the technology roadmap.
• Encourage knowledge sharing, mentoring and cross-training.
• Ensure team members understand their responsibilities, escalation paths and quality expectations.
• Build a culture of accountability, ownership and continuous learning.
• People manager for 7 IT Ops Officers and dotted line for 8 Application Support Engineers.

08. Operational Excellence and Continuous Improvement

• Identify opportunities to automate or simplify repetitive operational activities.
• Improve monitoring, reporting, dashboards, runbooks and operating procedures.
• Drive improvements in ticket quality and operational documentation.
• Reduce avoidable manual effort and improve operational efficiency.
• Promote collaboration between IT Operations and Application Support where priorities and skills overlap.

09. Stakeholder and Cross-Team Coordination

• Maintain effective collaboration with Infrastructure, Application Support, Service Desk, Network, Security, SRE and service owners.
• Coordinate operational dependencies, escalations and follow-up actions.
• Ensure the team has the access, information and procedures required to provide effective L1 support.
• Provide clear and timely operational communication to management and stakeholders.

Key Accountabilities and Expected Outcomes:

1) Service delivery:

• Stable 24/7 IT Operations delivery
• Effective monitoring and timely alert handling
• Consistent incident ownership and escalation
• Accurate and actionable operational reporting
• High-quality ticket documentation
• Effective shift organization and coverage

2) Leadership and improvement:

• Documented, repeatable operational procedures
• DR and continuity readiness
• Continuous improvement of IT Operations
• Development and readiness of the team
• Effective cooperation with Frontline and technical teams

Key Interfaces:

• Head of IT Operations
• Infrastructure teams
• Application Support
• Service Desk
• Network teams
• Security teams
• SRE and technical experts
• Service and application owners

Skills and Competencies:

1) Leadership:

• Operational team leadership;
• people development and coaching;
• shift and resource coordination;
• stakeholder management;
• decision-making under operational pressure.

2) Operational expertise:

• IT Operations and service management;
• incident and escalation management;
• monitoring and event management;
• infrastructure operations;
• continuity and disaster recovery;
• reporting and KPI management

3) Operational expertise:

• Ownership and accountability;
• customer and service orientation;
• analytical problem solving; clear communication;
• cross-team coordination;
• continuous-improvement mindset.

What's next:

It's best to apply today, because job postings can be taken down and we wouldn't want you to miss this opportunity. To apply, please submit your English-written updated CV . In case you need further information, just send us a message at and we'll be happy to assist!

The preceding job description had been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties and responsibilities required of employees assigned to this job.

Diversity & Inclusion

Here at the Stefanini Group, we value plurality and equity, regardless of race, sexual orientation, disability, age, ancestry, religion, gender, and nationality. We understand and encourage the importance of being you!

About us

We are the Stefanini group, a global tech consulting company of Brazilian origin that believes in the power of people to transform businesses through technology.

We are present in over 40 countries and operate with the purpose of co-creating solutions TOGETHER WITH OUR CLIENTS that accelerate results and improve the experience of people and organizations.

Here, we like to say that technology is not the end, but the means: what really matters are the people who drive it all.

Our mindset is AI First, meaning we invest in cutting-edge technology in everything we do, focusing on results for our clients.

We are a company, A GROUP, that breathes collaboration and offers a dynamic environment where you will learn by doing, grow alongside the team, and have space to contribute with ideas and projects.

More than just talking about digital transformation, we believe in real transformation that starts with people and impacts real businesses.

If you are looking for a place to develop, innovate, and be part of something bigger, the Stefanini Group is your place.

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