ABOUT
CoorB

We
build full-fledged innovative solutions with a focus on process automation,
user experience enhancement, and advanced data analytics. With our extensive
industry expertise, we help achieve operational excellence, future-proof your
IT investments, and ensure a competitive edge in the ever-evolving finance
industry.

OUR
OPPORTUNITY

We are seeking
a seasoned IT Operations Manager to take full ownership of our production
environment and IT service delivery across all support tiers (L1, L2, L3) and
DevOps. This is a senior leadership role designed for someone who can not only
manage day-to-day operations for existing clients but also architect the right
processes, team structures, and operational frameworks to onboard and scale new
client engagements.

The ideal
candidate brings deep experience in digital banking and fintech production
environments, has a track record of building high-performing support and
operations teams from the ground up, and can serve as the go-to leader for all
production-related decisions. This role reports directly to senior leadership
and carries significant influence over service quality, operational strategy,
and client satisfaction

YOU
WILL

Production
& Operations Leadership

»
Own and lead the entire production support function across L1, L2,
and L3 tiers, ensuring seamless incident management, SLA compliance, and
service continuity.

»
Define and implement operational frameworks, escalation matrices,
and support models that can scale across multiple clients and projects.

»
Establish and manage a structured Production Operations team,
including hiring, mentoring, and performance management of support engineers
and DevOps engineers.

»
Serve as the single point of accountability for all production
incidents, driving rapid resolution while ensuring thorough root cause analysis
and preventive actions.

DevOps
& Infrastructure Oversight

»
Oversee the DevOps function including CI/CD pipelines, container
orchestration (OpenShift/Kubernetes), and deployment automation.

»
Ensure environment stability across development, staging, and
production, collaborating closely with engineering and platform teams.

»
Drive adoption of monitoring, alerting, and observability tools
(Splunk, Grafana, Prometheus, or equivalent) to enable proactive issue
detection.

Process
Design & Scalability

»
Design and document standardized ITIL-aligned processes for
incident, problem, change, and release management that can be replicated across
new client engagements.

»
Build playbooks, runbooks, and knowledge bases to ensure
operational consistency regardless of team size or client complexity.

»
Lead the creation of onboarding frameworks for new clients,
including environment setup, SLA definition, team sizing, and tooling selection.

Client
& Stakeholder Management

»
Act as the senior operations representative in client-facing
engagements, presenting SLA performance, incident reports, and continuous
improvement plans.

»
Partner with Program Managers, Delivery Leads, and C-level
executives to align operational strategy with business objectives.

»
Participate in pre-sales and proposal activities by defining the
production support model and resourcing strategy for potential clients.

Continuous
Improvement & Reporting

»
Identify and drive automation opportunities to reduce manual
effort, improve MTTR, and enhance system reliability

»
Prepare and deliver executive-level dashboards and reports on
operational health, team performance, and SLA trends

»
Conduct regular post-incident reviews and lead initiatives to
harden systems and eliminate recurring issues.

Benefits

»
TO BE SUCCESSFUL IN THE ROLE YOU NEED

Education & Experience

»
Bachelor’s
or Master’s degree in Computer Science, Information Technology, Software
Engineering, or a related field.

»
10+
years of experience in IT operations, production support, or technical service
delivery, including at least 5 years in a leadership or management role.

»
Proven
track record within digital banking, fintech, or financial services production
environments.

»
Demonstrated
experience in building, scaling, and managing IT operations teams across
multi-client or multi-product environments.

»
Strong
hands-on expertise in managing L1/L2/L3 support models with well-defined
escalation and resolution workflows.

Technical Expertise:

»
Deep
understanding of DevOps practices, CI/CD pipelines, and containerization
platforms such as OpenShift, Kubernetes, and Docker.

»
Proficiency
in monitoring and log analysis tools including Splunk, Grafana, Prometheus, ELK
Stack, or similar technologies.

»
Solid
knowledge of microservices architecture, Java Spring-based applications, and
API-driven ecosystems.

»
Familiarity
with cloud platforms (AWS, Azure, GCP) and hybrid infrastructure environments.

Frameworks & Certifications (Preferred)

»
ITIL
v4 Foundation (or higher) certification is preferred.

»
Additional
certifications such as PMP, PRINCE2, AWS/Azure, or Kubernetes (CKA/CKAD) are
considered an advantage.

»
Understanding
of regulatory and compliance frameworks relevant to financial services (e.g.,
PCI DSS, SOC 2, ISO 27001, SAMA).

Leadership & Soft Skills

»
Exceptional
leadership skills with the ability to build, mentor, and retain high-performing
technical teams.

»
Strong
communication and stakeholder management skills, with confidence in engaging
C-level executives and client leadership.

»
Strategic
mindset with the ability to translate business requirements into operational
plans and scalable team structures.

»
Excellent
problem-solving and decision-making abilities, especially during high-pressure
or critical incidents.

»
Proactive,
ownership-driven approach with a strong focus on operational excellence and
continuous improvement.