Operational Support Manager
Core
Manage and coordinate the day-to-day activities of an Operational Support team, ensuring compliance with SLAs/KPIs and resolving operational issues.
Role type
Senior Operational Support Manager
Builds
Stable, compliant IT operations and support services for clients
Domain
IT Operations / Service Delivery
Deliverable
infrastructure
Required skills
ITSM tools (ServiceNow, Jira), incident/problem/change management, SQL/log analysis, API testing (Postman, Bruno), monitoring platforms (Grafana, Prometheus, Azure Monitor), team coordination, stakeholder management
Preferred skills
ITIL Foundation, Atlassian Jira Service Management certification, 24/7 support operations experience, networking/security concepts
Technologies
ServiceNow, Jira Service Management, Postman, Bruno, Grafana, Prometheus, Azure Monitor
Responsibilities
Monitor and ensure compliance with agreed SLAs and KPIs; Manage incidents, service requests, problems, and changes; Investigate and resolve first-level operational issues; Collaborate with technical teams and stakeholders to resolve complex issues; Drive continuous improvement of support processes; Analyse operational data and prepare management reports; Support service transition activities; Coach and develop support team members; Create and maintain on-call schedules; Ensure operational readiness for production changes
Seniority
Senior, hands-on IC with team leadership
