Role Summary
The Technology Operations Manager is responsible for leading the team that ensures the reliability, availability, scalability, and performance of critical technology services. This role provides operational leadership across incident management, service stability, automation, monitoring, and continuous improvement to support business resilience and operational excellence. The role reports to the Head of IT Operations and Governance.
Key Responsibilities
- Lead and develop the technology operations team, including coaching, mentoring, hiring, and performance management.
- Oversee day-to-day technology operations to ensure stable, secure, and high-performing services.
- Drive incident management, major incident response, root cause analysis, and corrective action implementation.
- Promote proactive reliability engineering, incident prevention, and continuous service improvement.
- Oversee monitoring, alerting, observability, and related operational tooling.
- Evaluate and implement technologies and automation that improve service reliability and operational efficiency.
- Develop, maintain, and enforce technology operations policies, standards, and best practices.
- Partner with infrastructure, application, security, and business teams to resolve issues and improve service performance.
- Prepare regular operational reports, service metrics, and updates for senior leadership.
- Support security initiatives, including vulnerability assessment, remediation, and operational risk reduction.
- Manage operational priorities, resources, budget, and strategic initiatives.
- Ensure effective change, release, and problem management practices are followed across the technology environment.
Leadership Competencies
- Drives Results: Delivers stable, high-performing services and ensures timely issue resolution.
- Builds Talent: Coaches and develops team members to strengthen capability and performance.
- Collaborates and Influences: Works effectively across technical and business teams to drive alignment.
- Thinks Strategically: Aligns technology operations priorities with business and technology goals.
- Demonstrates Accountability: Owns incident response, governance, and follow-through on actions.
- Champions Improvement: Promotes automation, innovation, and continuous improvement.
Technical Skills
- Strong knowledge of technology operations, incident management, and problem management.
- Experience with CI/CD pipelines, cloud platforms, and distributed systems.
- Hands-on experience with monitoring, logging, alerting, and service management tools such as Git, GitHub, Prometheus, Grafana, PagerDuty, and Alertmanager.
- Familiarity with Docker, Kubernetes, networking, operating systems, databases, and configuration management tools.
- Strong automation and scripting skills to reduce manual effort and improve reliability.
- Understanding of security, resilience, and operational risk management practices.
Soft Skills
- Strong service mindset with a focus on customer satisfaction and service excellence.
- Excellent communication skills, with the ability to explain complex technical issues clearly to technical and non-technical stakeholders.
- Strong leadership presence and the ability to influence across teams and levels.
- Calm and effective under pressure, especially during major incidents and critical outages.
- Strong problem-solving, decision-making, and analytical thinking skills.
- Collaborative and team-oriented, with the ability to build strong working relationships across functions.
- Proactive, accountable, and detail-oriented in managing operational priorities and follow-through.
- Adaptable and open to change, with a continuous improvement mindset.
Qualifications
- Bachelor’s or Master’s degree in a relevant field.
- Minimum 10 years of relevant experience in technology operations, infrastructure, or service management.
- Proven people management experience.
- Experience in financial services or insurance preferred.
- Strong English communication skills.
- Experience working with regional and global IT teams in a multinational environment.
