IT Operations Lead

Industry: Insurance Broking Services

Job Summary: The IT Operations Lead is responsible for managing and ensuring the smooth operation of Company IT infrastructure, end-user support, business applications, and cloud contact center systems. This role oversees the IT Helpdesk team, manages vendor relationships, and ensures high-quality IT service delivery across the organization. The ideal candidate is a hands-on leader with strong technical capability, vendor management skills, and a proven track record in IT operations and application support.

Job Responsibilities:

1. IT Operations & Infrastructure Management

2. Oversee day-to-day IT operations (locally & global), ensuring system reliability, high availability, and optimal performance.

3. Manage IT infrastructure including servers, networks, endpoints, cloud platforms, and security tools.
4. Monitor system health, troubleshoot issues, and ensure timely resolution of operational incidents.
5. Maintain IT operational policies, SOPs, asset inventories, and documentation.

6. Ensure backup, disaster recovery, and business continuity processes are enforced and tested.

7. IT Helpdesk Leadership

8. Lead, mentor, and supervise the IT Helpdesk Support team.

9. Manage ticket assignment, prioritization, and SLA compliance through Jira Service Management.
10. Conduct performance reviews, training, and skills development for helpdesk staff.

11. Drive continuous improvement in service delivery and user satisfaction.

12. Application Support (M365, Jira, Salesforce, Cloudflare, DNS, etc.)

13. Provide administrative support and troubleshooting for enterprise applications including:

14. Microsoft 365 (M365) – user provisioning, license management, Teams & SharePoint admin, Exchange Online support.

15. Jira / Jira Service Management – workflows, automation, dashboards, and user access.
16. Salesforce – access issues, basic configuration, reporting, and vendor coordination for advanced fixes.
17. Cloudflare – DNS, firewall rules, Zero Trust settings, web performance and security monitoring.
18. DNS Management – A, CNAME, MX, TXT, SPF, DKIM, DMARC configurations.
19. Conduct root cause analysis for recurring issues and document long-term solutions.

20. Maintain application documentation, SOPs, and user guides.

21. Cloud Contact Center Management

22. Manage and support cloud contact center platforms (e.g., Amazon Connect, IPScape, Twilio).

23. Configure call flows, IVRs, routing queues, user profiles, and reporting dashboards.
24. Troubleshoot telephony issues and coordinate with external vendors for escalations.

25. Ensure compliance, security, and optimal performance of the contact center environment.

26. IT Governance, Security & Compliance

27. Ensure compliance with IT policies, security frameworks, and regulatory requirements.

28. Work with cybersecurity teams to monitor vulnerabilities and respond to incidents.

29. Implement identity, access control, and system monitoring best practices.

30. Vendor & Partner Management

31. Manage relationships with IT vendors, service providers, and technology partners.

32. Review vendor performance, SLAs, contracts, and service levels to ensure accountability.
33. Negotiate renewals, pricing, and service improvements to optimize cost and value.
34. Coordinate with vendors during system issues, escalations, upgrades, or deployment projects.

35. Evaluate and recommend new vendors or tools to support business needs.

36. Project Management & Continuous Improvement

37. Lead IT operational improvement initiatives, system upgrades, and digital transformation projects.

38. Participate in cross-functional projects requiring IT expertise or support.
39. Propose and implement new technologies or automation opportunities to enhance operational efficiency.
40. Prepare regular operational reports and performance metrics for management.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related field.
• 5–6 years of experience in IT operations, application support, or infrastructure management.
• Minimum 2–3 years of experience leading an IT support/helpdesk team.
• Experience supporting cloud contact center environments.
• Strong knowledge of infrastructure, networking, cloud platforms (AWS, Azure, GCP), and endpoint management tools.

• Hands-on application support experience with:

• M365 (compulsory), Azure/Aws, Jira, Salesforce, Cloudflare, DNS, Cisco Meraki

• Experience managing vendor and service provider relationships—including contracts, SLAs, and performance reviews. (NEW)
• ITIL-based operations experience (incident, problem, change management).
• Strong troubleshooting, analytical, and documentation skills.
• Excellent communication and leadership abilities.
• Ability to perform under pressure and support a fast-paced environment.