Operations Manager at infinitepl

Infinite pl, is a digital led tech firm driven to become a digital logistics pioneer by harnessing the power of people, data, and platforms. We are enabled through in-house, external, network, & other investment capabilities which we utilize to orchestrate & build innovative platforms that tackle complex problems within logistics & adjacent sectors.    Infinite pl’s mission is nothing short of a logistics revolution! We're here to enrich the experiences of governments, businesses, and residents around the world through cutting-edge digital solutions. "We're not just players; we're game-changers." Job Summary: • We are seeking an experienced Operations Manager to lead the technical operations team responsible for running a mission-critical platform with a target availability of 99.99%. The role will ensure service stability, SLA achievement, ITSM process compliance, security and regulatory compliance, and continuous improvement across operations. The Operations Manager will own day-to-day service operations, major incident leadership, operational readiness, vendor coordination, and reporting to senior stakeholders. Key Objectives: • Oversee stable operations for the platform with 99.99% availability. • Enforce and continuously improve ITSM processes (Incident, Problem, Change, Request, Release, Knowledge, CMDB). • Ensure SLA / SLO compliance, operational readiness, and performance reporting. • Maintain strong security posture and ensure adherence to applicable compliance requirements. Key Responsibilities: • 1) Service Operations Leadership • Oversee the platform operations team (NOC/Operations Engineers/SRE-like functions as applicable) to ensure reliable, secure, and high-performing services. • maintain clear operating rhythms: daily ops reviews, weekly service health checks, monthly SLA reviews, and quarterly service improvement plans. • Drive on-call readiness, shift coverage, escalation paths, and decision-making during critical events. • 2) ITSM Process Ownership & Compliance • Own and enforce ITSM processes end-to-end. • Audit operational adherence and drive corrective actions for non-compliance. • 3) SLA, Availability, and Reliability Management • Ensure continuous tracking and achievement (availability, response time, resolution time, performance). • Manage availability and resilience practices: redundancy validation, capacity planning, proactive monitoring, and performance tuning. • Lead post-incident reviews and drive measurable improvements. • 4) Security & Compliance, Partner with security teams to ensure: • Timely patching and remediation • Secure configuration baselines • Audit readiness and evidence collection • Incident response alignment and reporting • Enforce least privilege access and periodic access reviews. • 5) Monitoring, Observability, and Operational Tooling • Ensure comprehensive monitoring and alerting coverage for infrastructure, applications, APIs, databases, integrations, and security events. • Ensure operational toolchain effectiveness (ITSM tool, monitoring, CI/CD visibility, CMDB, asset management). • 6) Stakeholder & Vendor Management • Act as the primary operations interface for internal stakeholders and external partners/vendors. • Manage vendor SLAs and ensure effective collaboration for incident resolution, patching, upgrades, and service improvements. • Provide clear operational communications during incidents and planned maintenance. • 7) Reporting & Governance • Produce weekly/monthly service reports including SLA performance, availability, incidents, trends, risks, and improvement actions. • Maintain an operational risk register and ensure mitigation plans are executed. • Present service health and improvement plans to leadership. Required Qualifications: • Bachelor’s degree in Computer Science, Information Systems, Engineering, or equivalent experience. • 5+ years in IT operations / production support roles, with 2+ years leading teams for critical services. • Strong hands-on understanding of operating high-availability platforms (24/7 environments). • Proven experience implementing and running ITSM processes in production (ITIL-aligned). Technical & Professional Skills: • Deep understanding of incident/problem/change management, operational readiness, and service governance. • Experience with cloud and modern platform operations (e.g., cloud infrastructure, APIs, containerized services) is preferred. • Ability to define, track, and improve operational KPIs and reliability metrics. • Strong stakeholder management, structured communication, and decision-making under pressure. Preferred Certifications: • ITIL Foundation / ITIL Managing Professional (or equivalent ITSM certification) • ISO 27001 awareness/certification or security-related certifications • Cloud certifications (GCP) is a plus Working Model: • Full-time, includes on-call leadership and participation in major incident bridges as required. Infinite pl ♾️ - where innovation meets logistics, and the journey is Infinitely boundless!  Let's disrupt logistics together and explore infinite opportunities!