IT Infrastructure Operations Lead

ds and ensuring that services are consistently delivered to meet or exceed service level agreements (SLAs).

They also play a key role in advancing operational processes, using automation, monitoring, and observability tools to foster a proactive approach to incident management. Their work supports Thoughtworks DAMO's approach to managed services, which leverages intelligent digital operations solutions and cutting-edge infrastructure practices like site reliability engineering (SRE), aiming to future-proof and reduce the cost of operations.

Job responsibilities

• You will manage the delivery of managed services, ensuring service quality and smooth operations in critical high-availability environments (e.g., energy, telecommunications, banking, or similar sectors).

• You will lead and coordinate our team, ensuring adherence to IT operations processes, ITIL standards, and company objectives.

• You will oversee service monitoring, coordinating and resolving system issues, and managing proactive and reactive communication regarding service degradation or outages.

• You will establish and improve operational procedures, including Change Control, Incident Management, Problem Management, and Knowledge Transfer.

• You will promote a proactive culture through metrics, analysis, and process optimization, ensuring continuous improvement and enhanced service delivery.

• You will collaborate with clients and stakeholders, ensuring that service delivery meets SLAs and customer satisfaction is maintained.

• You will ensure service continuity, performance management, resource administration, and security across product operations using ITIL best practices.

• You will identify and mitigate risks, ensuring business continuity and the reliability of critical services.

Job qualifications

Technical Skills

• Proven experience as an IT Operations Manager with leadership experience managing teams.

• At least 5 years of experience leading IT operations in a T2 infrastructure environment with high availability requirements.

• A minimum of 5 years' experience with infrastructure and cloud technologies, such as: Datacenter management, Networking (WAN, LAN, Routers, Firewalls), Compute (Dell, HP), Storage (NFS, Object, etc.), Virtualization (network, compute, storage), Kubernetes and Cloud-native applications.

• Proven experience managing change control within product operations, implementing, and controlling changes efficiently.

• Expertise in observability, product operations, and a three-tier support model (T2/T3).

• Strong knowledge of ITIL processes, including incident management, problem management, service request fulfillment, and continuous service improvement.

• Experience in identifying and mitigating risks in IT operations to ensure service continuity.

• Strong problem-solving aptitude and the ability to react effectively in critical situations.

Professional Skills

• Proven leadership and organizational skills, capable of managing change enablement, incidents, service requests, and problem management (ITIL) practices.

• Skilled at managing and implementing team processes to improve productivity and client satisfaction.

• Strong confidence and credibility in interactions with clients and internal teams, able to make informed decisions and prioritize actions based on risk assessment.

• Resilient under pressure with the ability to coach and mentor teams to improve daily activities and performance.

• Skilled at cultivating strong partnerships and fostering collaboration with clients and stakeholders.

• Fluent English communication skills in speech and writing (C1 level or above).

Other things to know

Learning & Development

There is no one-size-fits-all career path at Thoughtworks: however you want to develop your career is entirely up to you. But we also balance autonomy with the strength of our cultivation culture. This means your career is supported by interactive tools, numerous development programs and teammates who want to help you grow. We see value in helping each other be our best and that extends to empowering our employees in their career journeys.

Job Details

Country: Romania
City: Cluj
Date Posted: 10-15-2024
Industry: Information Technology
Employment Type: Regular

About Thoughtworks

Thoughtworks is a global technology consultancy that integrates strategy, design and engineering to drive digital innovation. For 30+ years, our clients have trusted our autonomous teams to build solutions that look past the obvious. Here, computer science grads come together with seasoned technologists, self-taught developers, midlife career changers and more to learn from and challenge each other. Career journeys flourish with the strength of our cultivation culture, which has won numerous awards around the world.

Join Thoughtworks and thrive. Together, our extra curiosity, innovation, passion and dedication overcomes ordinary.

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