Head of IT Operations

The Head of IT Operation's role is to ensure the streamlined operation of the IT Operations Department in alignment with the technology objectives of the firm. This individual will plan, coordinate, direct, and design IT-related activities, as well as provide administrative direction and support for daily operational activities of the IT Department. The Head of IT Operations will work closely with decision makers in other departments to identify, recommend, develop, implement, and support cost-effective technology solutions for all aspects of the firm. This person will also supervise and ensure the efficient operation of the firm’s network, servers, databases, equipment, and technical support functions. This includes managing the IT staff responsible for monitoring and diagnosing network and hardware services, managing the firm’s information security systems and processes, and managing the firm’s Helpdesk and Technical Support teams.
Duties and Responsibilities:

• Lead IT Operations Department operational and strategic planning, including fostering innovation, planning projects, and organising and negotiating the allocation of resources.
• Work with stakeholders to define business and system requirements for new technology implementation.
• Oversee all reports and documentation related to network, systems operations, security, and support.
• Manage, maintain and monitor all on premise and cloud infrastructure.
• Manage outsource service providers against contractual and SLA agreements.
• Analyse existing operations and make recommendations for the improvement and growth of the network and security infrastructure, technical support, Service Desk, and IT systems.
• Practice asset management for IT hardware, software, and equipment.
• Manage operations staffing, including recruitment, supervision, scheduling, development, and evaluation.
• Design and implement short- and long-term strategic plans to ensure infrastructure capacity meets existing and future requirements.
• Participate in the development of IT strategies in collaboration with the CIO.
• Conduct feasibility studies for various upgrade projects, improvements, and other conversions.
• Maintain the firm’s security architecture design.
• Create and maintain the firm’s security documents.
• Maintain and test the firm’s BCP and DR plan.
• Ensure the confidentiality, integrity and availability of data residing on or transmitted to/from/through workstations, servers, and other systems and in databases and other data repositories.
• Ensure the enforcement of the firm’s security policies.
• Supervise the design and execution of vulnerability assessments, penetration tests and security audits.
• Manages the design and development of the Continual Service Improvement program.

Skills and Knowledge:

• 10 years’ experience managing and delivering infrastructure design and operational excellence.
• 5 years’ experience managing and delivering information security systems and processes.
• 5 years’ experience in managing teams of infrastructure and security specialists.
• Basic financial skills including budgeting, calculating ROI’s and following sound financial practices.
• Broad technical knowledge of current trends in network, security and cloud infrastructure.
• Strong technical knowledge of current network hardware, protocols, and standards.
• Extensive application support experience.
• Proven experience in IT infrastructure planning and development.
• In-depth knowledge of applicable data privacy practices and laws.
• Strong understanding of project management principles.
• Extensive experience in enterprise security architecture design.
• Experience in developing Business Continuity and Disaster Recovery plans.
• Hands-on experience in troubleshooting technical problems.
• Proven analytical and problem-solving abilities.
• Ability to conduct research into IT security issues and products as required.

Personal Attributes:

• Can conform to shifting priorities, demands, and timelines through analytical and problem-solving capabilities.
• Reacts to project adjustments and alterations promptly and efficiently.
• Flexible during times of change.
• Ability to read communication styles of team members and contractors who come from a broad spectrum of disciplines.
• Persuasive, encouraging, and motivating.
• Ability to elicit cooperation from a wide variety of sources.
• Ability to defuse tension among project team, should it arise.
• Ability to bring projects to successful completion in time and on budget.
• Strong written and oral communication skills.
• Strong interpersonal skills.
• Adept at conducting research into project-related issues and products.
• Must be able to learn, understand, and apply new technologies.
• Customer service skills an asset
• Ability to effectively prioritise and execute tasks in a high-pressure environment is crucial.

Minimum requirements:

• Bachelor’s degree in computer science or related field

Up to date industry recognized certifications in any one or more of the following disciplines:

• Microsoft
• Networking
• Information Security
• Cloud (AWS, Azure, Google)
• Governance, Risk and Compliance
• Storage