IT Operations Manager

Americas Cluster Operations Team

We are the Americas Cluster Operations Team, a critical component of a leading global technology enterprise's infrastructure strategy. Our mission is to ensure the highly efficient, stable, and secure operation of the operational environment across the Americas. We are dedicated to delivering "last mile customer value" from our operational facilities, providing a seamless, reliable, and highly efficient service experience.

Our team comprises dedicated professionals in Facilities, IT, and Asset Management, deeply experienced in large-scale system operations, possessing comprehensive capabilities from daily operations to strategic planning:

Facilities Team: Responsible for 24x7 uninterrupted operations and emergency response of critical physical support systems within the large operational environment, including electrical, HVAC, and fire suppression. We ensure physical environment stability and sustainable operations through rigorous capacity management and energy efficiency optimization.

IT Team: Manages the full lifecycle operations of IT equipment like servers and networks within the operational environment. We ensure high SLA compliance for IT services through proactive systemic risk governance, automation, and process optimization, while leading various technology upgrade projects.

Asset Team: Oversees the full lifecycle management and governance of IT assets. We ensure asset compliance, visibility, and efficient utilization through precise data management, risk control, and cost-efficiency strategies.

Our Core Focuses:

End-to-End Reliability: From physical support to IT services, we provide comprehensive stability assurance, focused on mitigating risks and ensuring business continuity.

Project-Based & Lean Operations: We approach operational work through a project lens, continuously optimizing processes to achieve efficient resource utilization and lean operating costs.

Innovation & Talent Development: We actively integrate cutting-edge technologies and foster robust knowledge-sharing mechanisms to continuously enhance our team's professional capabilities and innovative practices.

We serve as the robust foundation for the enterprise's business growth in the Americas, providing powerful and trustworthy infrastructure assurance through professionalism, innovation, and collaboration.

Job Responsibilities:

1. Responsible for the comprehensive operation and maintenance management of IT infrastructure (including but not limited to servers, networks, storage, and related software platforms) within large-scale operational environments in the Americas region.

2. Develop and implement IT operation strategies, procedures, and standards (SOPs) to ensure the efficient, stable, and secure operation of IT systems, in compliance with internal and external regulations.

3. Manage the IT operations team, including recruitment, training, performance evaluation, team development, and daily management, to enhance team professionalism and efficiency.

4. Lead IT incident management, event response, change management, and problem-solving processes to ensure high availability and business continuity of IT systems.

5. Drive the IT operations' transformation towards automation and intelligence, introducing advanced technologies and tools to continuously optimize operational processes, efficiency, and quality.

6. Responsible for IT infrastructure capacity planning, performance monitoring, and optimization to ensure resource allocation meets business growth demands.

7. Manage IT-related vendors and third-party service providers, ensuring their service quality and SLA (Service Level Agreement) compliance.

8. Responsible for IT operations budget planning, cost control, and analysis of technology investment returns.

9. Collaborate closely with internal cross-functional teams (e.g., Facilities, Asset Management, Security, Business Units) to ensure IT operations effectively support overall business objectives.

10. Stay abreast of industry trends and emerging technologies, supporting the evolution of IT architecture to enhance technological competitiveness.

Job Requirements:

1. Bachelor's degree or higher in Computer Science, Network Engineering, Electronic Information Engineering, or a related IT professional field.

2. Over 5 years of experience in large-scale IT system operation and maintenance management, with at least 3 years in a team management role; experience in multinational corporations is a plus.

3. In-depth understanding and practical experience with server hardware, operating systems (Linux/Windows), network technologies (TCP/IP, routing & switching), and storage systems.

4. Familiar with ITIL/ITSM management frameworks, possessing excellent capabilities in ITIL process implementation and optimization.

5. Practical experience with IT automation and intelligent operation tools (e.g., scripting languages, monitoring systems, configuration management tools).

6. Excellent team leadership, project management, and risk management capabilities.

7. Outstanding communication, coordination, problem-solving, and decision-making skills, capable of handling complex technical and managerial issues.

8. Strong English reading, writing, and communication skills, able to communicate effectively as a working language.

9. (Plus) Relevant professional certifications such as ITIL, PMP, CCIE/CCNP, RHCE are a plus.

10. (Plus) Experience in cloud platform operations or DevOps practices is a plus.

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