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Our client, a large financial services organisation, are looking for an IT Operations Manager with a track record within a multinational organisation, to provide guidance to the IT department whilst also directly supporting end users.
There are 3 core aspects to the role - operations management, project management & vendor management.
Align technology vision with business strategy by integrating company processes with the appropriate technologies
Responsible for keeping all the IT equipment and services running meeting the agreed Service Level Agreement
Maintains the operational integrity of the technologies and services provided.
Maintains existing enterprise infrastructure, while providing direction in all technology-related issues by managing the Technical Customer Support function
Defines and generates KPIs to measure quality and continuous improvement
Assisting employees with IT matters and/or escalating technical matters to the external vendor.
Maintain an inventory of the company IT equipment (laptops,routers, switches, phones etc...)
Ensuring all applicable IT policies and procedures are documented and operating effectively. Ensure that each system has a reliable backup on a daily basis which is tested
Ensure that each server is protected from viruses and security threats
Work with the security engineer to ensure that the infrastructure is secure and to address any vulnerabilities that are identified
Monitor each server for availability, and report any problems along with a fix plan
Ensure each system has the necessary system management tasks performed
Perform system capacity planning
Ensure that all systems are maintained with update server level patches as required
Implement and maintain a robust and secure environment
Ensure that DR plans are in place and that they are tested
Ensure that all process documentation is up to date and reviewed
Review and update policies and procedures documents and to create new policies as required
Deal effectively and resolve any issues that impact the infrastructure and to work with the service delivery manager to communicate with the Business on progress and estimated fix time
Being proactive and producing high quality documentation in support of all projects (e.g. status reports, proposals, presentations).
Identifying project dependencies and critical path.
Working effectively to establish strong working relationships with key business stakeholders. In particular, creating an environment where there can be both formal and informal communication.
Ensuring the timely escalation of unresolved issues and early warning on key risks.
Give the necessary support to the IT Manager by managing outsourced IT arrangements and vendor projects to ensure that performance is performed at a high level of quality and timeously delivered.
Managing the invoice approval process for all IT related spend to ensure that invoices are correct and that payments are only made when the appropriate milestones have been reached.
Qualifications and Experience
IT Infrastructure background with clear understanding of Hardware, Network Security, Virtualization, Cloud, Storage, and Datacenter practices
Experience of managing End User services and Service Desk Operation
Knowledge of various service desk tools (Service Now, Symphony, Kaseya, Manage Engine etc.)
Able to manage SLA, Vendor coordination, Escalation and reporting
Conduct feasibility for various upgrade projects, improvements, and other conversions
Ability to manage and collaborate with outsourced partner and services model
Understand ITSM processes (Incident, Change, Problem ) and delivery
Practice IT asset management, including maintenance of component inventory and related documentation.