IT Operations Section Head

The IT Operations Section Head supervises the provision of IT services at SANS, ensuring they meet user requirements and business goals. Duties include overseeing service desk operations, formulating SLAs, managing incidents, problem, and change management processes, and liaising with internal teams and external vendors to uphold service standards, address issues, and drive enhancements.

Key Qualifications and Requirements –

1. Minimum of +7 years of experience in IT service management.
2. A bachelor's degree in software engineering, Engineering, IT, Computer Science, Management Information Systems (MIS), or a related business/technical field is required. ITIL certified. PMP certification is a plus.

Key Technical Skills

1. Demonstrates technical expertise and hands-on proficiency across various IT operations domains, encompassing networking, system administration, storage management, cloud computing, service management, cybersecurity, and infrastructure automation.
2. Proficient in utilizing service management tools like ServiceNow, BMC, or Jira, with prior experience in implementation, configuration, and optimization.
3. Skilled in harnessing automation features within service management tools to streamline processes, automate routine tasks, and enhance operational efficiency.
4. Competent in utilizing service management tools to establish workflows and integrate with other systems via APIs.
5. Adept at utilizing service management tools to facilitate incident and problem management, change and release management, knowledge management, and service catalog management.
6. Understanding of Configuration Management Database (CMDB) and asset management principles, processes, and tools to effectively track and manage IT assets and configurations.
7. Proficient in utilizing reporting and analytics functions within service management tools to monitor service performance, Key Performance Indicators (KPIs), and identify trends or areas for improvement.
8. Capable of designing Service Level Agreements (SLAs) that are clear, measurable, and attainable, considering service levels, performance metrics, responsibilities, and escalation procedures.
9. Able to monitor service performance against SLA targets using KPIs and metrics.
10. Skilled in integrating SLAs into vendor contracts and effectively managing relationships with external service providers.
11. Proficient in creating Standard Operating Procedures (SOPs) and system documentation efficiently.