Job Description

Role Main Purpose:

The IT Operations Manager will play a crucial role in managing and optimizing the SPL IT infrastructure, ensuring seamless operations, and supporting the SPL’s technological needs. This role requires a deep understanding of various IT management areas, including ITIL framework, infrastructure management, Office 365, MPLS, Broadcast infrastructure and cloud engineering. The ideal candidate will have a proven track record of leading IT Operation teams, implementing best practices, and driving continuous improvement in IT service delivery and Service Desk management. This position offers an exciting opportunity to work in a fast-paced, innovative environment where your contributions will directly impact the success of the SPL.

Responsibilities:

Infrastructure Management:

• Oversee IT infrastructure maintenance, upgrade, and optimization, including servers, storage, and networks.
• Ensure high availability, capacity and reliability of IT systems through proactive monitoring and maintenance.
• Manage data center operations, including hardware and software installations, configurations, and troubleshooting

Office 365 Management:

• Oversee the administration and support of Office 365 applications, ensuring smooth operation and user satisfaction.
• Oversee the management of user accounts, licenses, and permissions within the Office 365 environment.
• Initiate training programs and support to end-users on Office 365 tools and features.
• Oversee the setup and operation of the MDM and Intune.
• Implement and manage the data classifications and management of Office 365 according to the data governance policy.

Group Policy Management:

• Develop and manage new Group Policies according to IT policies to ensure secure and efficient IT operations.
• Implement and enforce security policies and procedures across the organization.
• Regularly review and update Group Policies to align with organizational needs and compliance requirements.

VPN Management:

• Monitor and maintain the VPN link between the SPL HQ and Cloud infrastructure
• Configure and maintain VPN solutions to ensure secure remote access for employees.
• Monitor VPN performance and troubleshoot connectivity issues.
• Implement VPN policies and procedures to enhance security and user experience.

Network Design and Management:

• Design, implement, and manage network infrastructure, including LAN, WAN, and wireless networks.
• Conduct network assessments and audits to identify areas for improvement.
• Collaborate with vendors and service providers to ensure optimal network performance and reliability.

Wi-Fi Network Management

• Plan and deploy Wi-Fi networks, including selecting appropriate hardware and software and ensuring optimal placement of access points.
• Continuously monitor Wi-Fi network performance, including signal strength, coverage, and bandwidth usage.
• Implement and maintain security protocols according to Cybersecurity manager requirements to protect the network from unauthorized access and cyber threats.
• Oversee the diagnosis, resolve connectivity issues, and provide technical support to the infrastructure team and end users.
• Assess current and future network needs to ensure the Wi-Fi infrastructure can handle increased traffic and new devices.
• Regularly update firmware and software to ensure the network is secure and running on the latest versions.
• Maintain detailed records of network configurations, changes, and maintenance activities.
• Ensure the Wi-Fi network complies with industry standards and regulatory requirements.
• Work with vendors to procure necessary equipment and services and manage vendor relationships.

MPLS Management:

• Oversee the management of MPLS networks to ensure reliable and efficient data transmission.
• Coordinate with service providers to resolve MPLS-related issues and optimize performance.
• Implement MPLS policies and procedures to enhance network security and efficiency.

Switching and VLANs Management:

• Oversee the Management of network switches and VLANs to optimize network performance and security.
• Configure and maintain VLANs to segment network traffic and improve security.
• Monitor network traffic and troubleshoot switching and VLAN-related issues.
• Oversee theplanning, designing, and deploying of cloud infrastructure solutions that align with organizational needs.
• Continuously monitor cloud infrastructure performance to ensure optimal operation and user experience.
• Work with cybersecurity toImplement and maintain robust security measures to protect cloud infrastructure from unauthorized access and cyber threats.
• Diagnose and resolve issues related to cloud infrastructure, providing technical support as needed.
• Plan for future growth by ensuring the cloud infrastructure can scale to accommodate increased traffic and new services.
• Regularly update firmware and software for cloud infrastructure components to maintain security and performance.
• Maintain detailed documentation of cloud infrastructure configurations, changes, and maintenance activities.
• Ensure the cloud infrastructure complies with industry standards and NGA, NCA and SDAIA regulatory requirements.
• Collaborate with cloud service providers and vendors to procure necessary services and manage these relationships effectively.
• Lead cloud engineering initiatives, including deploying and managing cloud solutions.
• Design and implement cloud architectures to support business applications, software development and services.
• Ensure cloud solutions are secure, scalable, and cost-effective.
• Administer and manage Oracle Cloud environments to support business applications and services.
• Monitor and optimize Oracle Cloud performance and resource utilization.

Cloud Engineering:

• Oversee theplanning, designing, and deploying of cloud infrastructure solutions that align with organizational needs.
• Continuously monitor cloud infrastructure performance to ensure optimal operation and user experience.
• Work with cybersecurity toImplement and maintain robust security measures to protect cloud infrastructure from unauthorized access and cyber threats.
• Diagnose and resolve issues related to cloud infrastructure, providing technical support as needed.
• Plan for future growth by ensuring the cloud infrastructure can scale to accommodate increased traffic and new services.
• Regularly update firmware and software for cloud infrastructure components to maintain security and performance.
• Maintain detailed documentation of cloud infrastructure configurations, changes, and maintenance activities.
• Ensure the cloud infrastructure complies with industry standards and NGA, NCA and SDAIA regulatory requirements.
• Collaborate with cloud service providers and vendors to procure necessary services and manage these relationships effectively.
• Lead cloud engineering initiatives, including deploying and managing cloud solutions.
• Design and implement cloud architectures to support business applications, software development and services.
• Ensure cloud solutions are secure, scalable, and cost-effective.
• Administer and manage Oracle Cloud environments to support business applications and services.
• Monitor and optimize Oracle Cloud performance and resource utilization.

Broadcasting Infrastructure:

• Understand and manage broadcasting infrastructure, including video and audio streaming technologies.
• Support the football broadcast team onsite and remotely.
• Ensure the reliability and quality of broadcasting services through proactive monitoring and maintenance.
• Collaborate with broadcasting teams to support live events and streaming services.

ITIL Framework:

• Manage ITIL processes to ensure efficient IT service management and continuous improvement.
• Develop and maintain IT service catalogues, SLAs, and performance metrics.
• Conduct regular reviews of ITIL processes for the IT team to ensure adherence to best practices.
• Manage ITIL request fulfilment and incident management
• Act as the lead IT incident manager and liaise with the relevant departments to resolve and return to full-service mode within the SLA timelines.

Service Desk Leadership:

• Lead and manage the service desk team to ensure timely and effective resolution of IT issues.
• Develop and implement service desk policies and procedures to improve efficiency and customer satisfaction.
• Monitor service desk performance metrics and provide regular reports to the IT Director and Senior Management.

1. Service Desk Metrics:

• Track and analyze key performance indicators (KPIs) such as first call resolution (FCR), average response time, and ticket resolution time.
• Monitor customer satisfaction scores (CSAT) and implement strategies to improve service quality.
• Analyze ticket trends and identify areas for process improvement and training needs.
• Ensure adherence to service level agreements (SLAs) and escalate issues as necessary to meet performance targets.

Cybersecurity:

• Implement cybersecurity policies and procedures as per the cybersecurity requirements and in line with the NGA, SDAIA and NCA regulations to protect the organization's IT infrastructure and operation.
• Monitor and help the cybersecurity manager respond to security incidents and vulnerabilities.
• Work with the cybersecurity manager to help conduct regular security assessments and apply the pen testing to identify and mitigate risks.
• Ensure compliance with industry standards and regulations.
• Support the cybersecurity manager to provide employees with cybersecurity training and awareness programs.

Team Leadership:

• Lead and mentor the IT operations team, fostering a collaborative, high-performance culture.
• Set clear goals and expectations for team members, providing regular feedback and performance evaluations.
• Encourage professional development and continuous learning within the team.
• Coordinate with other departments to ensure IT initiatives align with organizational goals.

Best Practice:

• Implement Proactive Monitoring Continuously monitor IT infrastructure to detect and address issues before they impact operations.
• Automate Routine Tasks Use automation tools to handle repetitive tasks, reducing manual effort and minimizing errors.
• Incident and Problem Management Establish transparent processes for incident response and problem resolution to minimize downtime and prevent recurring issues.
• Change and Configuration Management Control and document changes to the IT environment to maintain stability and compliance.
• Capacity Planning Regularly assess and plan for future capacity needs to ensure resources are available when needed.
• Security Management Implement robust security measures to protect IT assets from threats and vulnerabilities.
• Disaster Recovery Planning Develop and maintain a disaster recovery plan to ensure business continuity in case of significant disruptions.
• Performance Optimizations Continuously optimize the performance of IT systems to improve efficiency and user experience.
• Regular Audits and Reviews Conduct regular audits and reviews of IT operations to identify areas for improvement and ensure compliance with policies.

Education and Professional Experience:

• Proven experience as an IT Operations Manager or in a similar role.
• Experience ITSM systems and service management.
• Strong analytical and problem-solving skills.
• Excellent technical abilities and project management.
• Excellent knowledge of enterprise Cloud Infrastructure Management.
• AWS, Oracle, Azure, Alibaba, and Google Cloud engineering Certificates are desirable.
• Strong understanding of cybersecurity compliance and policies
• Strong understanding of Networking infrastructure
• Broadcast networking and infrastructure is desirable
• Sport IT and live events experience is a must
• A BS/BA in Computer Science, Engineering, or a related field

Other Knowledge & Skills :

• Low ego - Go-getter & Can-do attitude
• Ability to build relationships based on transparency
• Adopt, Apply and promote the SPL culture and values
  ( Performance - Ambition - Governance – Professionalism)
• Ability to transfer confidence to team members
• Ability to transfer knowledge and experience to team members
• Promote Openness and clarity
• Ability to manage and develop people
• Ability to delegate
• Problem-solving skills
• Decision making
• Effective and clear communication