IT Operations Manager

Leads IT service delivery for a 24x7 marine container terminal. The role coordinates internal teams and technology vendors, manages service-management queues and incidents, and oversees software testing, releases, and support for critical terminal systems while aligning technology priorities with operational needs.

Responsibilities

• Direct daily IT service delivery in a 24x7 terminal environment.
• Prioritize and coordinate incident and service-request resolution based on business impact.
• Oversee managed service providers, onsite support personnel, vendors, and service-level performance.
• Manage JIRA Service Management queues and initiate root-cause analysis for recurring incidents.
• Coordinate software testing, deployments, post-implementation validation, and rollback planning.
• Communicate technology priorities and operational impacts with business departments and stakeholders.

Required Skills

• IT service delivery management
• IT incident management
• JIRA Service Management
• Vendor management
• Managed service provider oversight
• Service-level monitoring
• Problem management
• Root-cause analysis
• Software testing
• Software release and deployment coordination