ZainCash is seeking a highly skilled IT Operations Manager to oversee the day-to-day management of our IT Operations, ensuring system reliability and performance. This role is critical to maintaining and optimizing our on-premise data centers, disaster recovery (DR) sites, and overall IT operations to support our fast-growing fintech services.
The ideal candidate will have experience in proactive monitoring, incident management, IT asset and access management, and third-party/vendor coordination, ensuring seamless IT service delivery across all ZainCash platforms.
Key Responsibilities:
- Oversee Level 2 support teams, ensuring prompt resolution of technical issues affecting business operations
- Ensure proper ticketing and documentation of IT issues for tracking and future reference
- Implement service improvement initiatives to enhance IT support and user experience
- Monitor all aspects of the tech stack, including servers, databases, applications, networks, and security logs, ensuring 24/7 availability
- Perform proactive monitoring to identify and address potential issues before they impact operations
- Generate and analyze reports on system performance, capacity, and security events, following up on resolution
- Lead incident response activities, ensuring quick troubleshooting, root cause analysis, and resolution
- Develop and implement incident response procedures, ensuring minimal downtime
- Establish an escalation process and coordinate with L2 support teams to resolve critical incidents
- Plan and execute maintenance activities (hardware replacements, upgrades, power, cooling, etc.)
- Maintain an accurate inventory of all IT assets, ensuring compliance with procurement and licensing requirements
- Implement configuration management practices to track changes and maintain system consistency
- Ensure patch management and update management are scheduled and performed without disrupting operations
- Oversee change management for IT systems, ensuring updates, patches, and changes are properly tested and deployed
- Manage user access control policies, ensuring the principle of least privilege is enforced
- Work closely with the security team to implement best practices for data protection, identity management, and privileged access controls
- Manage relationships with third-party vendors, including hardware, software, cloud, and service providers
- Negotiate and oversee SLAs (Service Level Agreements) to ensure quality service delivery
- Coordinate with vendors for support, troubleshooting, and procurement
- Ensure IT operations align with Central Bank regulations, PCI-DSS, ISO 27001, and other compliance standards
Requirements
- Bachelor's degree in Computer Science, IT, Engineering, or a related field
- 7+ years of experience in IT Operations, Infrastructure Management, or System Administration, with at least 3 years in a managerial role
- Experience managing IT service desks, monitoring tools (e.g., Zabbix, Nagios, Prometheus), and ticketing systems (e.g., ServiceNow, Jira)
- Strong problem-solving, analytical, and decision-making skills
- Ability to lead teams, manage vendors, and work cross-functionally within a fintech environment
