IT Operations & Infrastructure Manager Full Time NEW

About Role:

This role is responsible for owning and maintaining the organizations IT operations, infrastructure, and telephony environment. The position ensures business continuity, system reliability, and ongoing optimization of cloud, network, and communication platforms, while reducing reliance on third-party providers and improving internal capability.

Key Responsibilities.

1. IT Operations & Business Continuity

  Own day-to-day IT operations across systems, infrastructure, devices, and users.

  Ensure high availability and performance of core IT services with minimal disruption.

  Act as the escalation point for complex IT issues requiring deep technical knowledge.

  Maintain operational continuity across cloud platforms, telephony, and business systems.

  Develop and manage a structured IT operations playbook (incident response, onboarding/offboarding, access requests, etc.).

  Lead business continuity and disaster recovery planning, testing, and execution.

2. Infrastructure & Cloud Management

  Manage and optimize cloud infrastructure, ensuring performance, scalability, and cost efficiency.

  Support ongoing infrastructure modernization and reduction of legacy systems.

  Oversee backup, recovery, and resilience processes (including regular validation/testing).

  Maintain system availability, access controls, and operational stability.

3. Telephony & Communication Systems

  Own administration and optimization of the Zoom telephony environment.

  Manage user setup, call flows, routing, troubleshooting, and system performance.

  Improve telephony reporting, analytics, and visibility for business teams.

  Support integrations with tools such as CRM and sales enablement platforms (e.g. HubSpot, Jiminny).

4. Identity, Access & Security

  Manage user accounts, permissions, and access control across systems.

  Implement and improve security practices (MFA, patching, monitoring, device security).

  Support identity and access integrations across cloud platforms.

  Contribute to IT governance, compliance, and change control processes.

5. Vendor & Cost Management

  Reduce reliance on external IT support by building internal capability.

  Manage relationships with IT vendors and service providers.

  Support contract reviews, renewals, and technical validation of supplier proposals.

  Identify and deliver cost savings and efficiencies across infrastructure and support services.

6. Documentation & Knowledge Management

  Document systems, configurations, processes, and dependencies to reduce key-person risk.

  Build and maintain clear technical and operational documentation.

  Ensure knowledge transfer and improved visibility of IT environment across the business.

7. Projects & Continuous Improvement

  Lead or support IT transformation projects (cloud, infrastructure, telephony, integrations).

  Drive continuous improvement across systems, processes, and user experience.

  Act as a bridge between technical teams and business stakeholders.

  Support adoption and optimization of business tools and platforms.

Key Achievements Expected in Role

•   Stable, well-documented IT environment with reduced dependency on individuals.
•   Improved system resilience, disaster recovery readiness, and security posture.
•   Reduced external IT support costs through internal capability.
•   Efficient and scalable cloud and infrastructure environment.
•   Optimized telephony and communication systems supporting hybrid working.

Skills & Experience Required:

•   Minimum 7 Years of Experience in similar role.
• Strong experience with cloud infrastructure (e.g. Azure, AWS or similar).
•   Experience with IT infrastructure, networking, and system administration.
•   Telephony/VoIP experience (preferably Zoom or similar platforms).
•   Identity and access management (e.g. Active Directory, SSO, MFA).
•   Backup, disaster recovery, and security best practices.
•   Experience with SaaS tools and integrations (e.g. CRM systems like HubSpot).

Core Competencies

•   Strong problem-solving and troubleshooting skills.
•   Ability to work independently and take ownership of IT operations.
•   Experience reducing reliance on third-party vendors.
•   Strong documentation and process-building capability.
•   Ability to communicate technical concepts to non-technical stakeholders.
•   Proactive approach to improving systems and processes.

Desirable Experience

•   Experience leading IT transformation or cloud migration projects.
•   Experience bringing outsourced IT services in-house.
•   Knowledge of sales/operations tooling integrations (telephony, CRM, analytics).
•   Experience in cost optimization and IT budget management.

Compensation & Benefits

• Salary: As per industry standards (best in market for the right candidate)
• Career growth opportunities
• Exposure to cutting-edge technologies (AI, Web, Mobile)
• Friendly and collaborative work culture