IT Operations Manager

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.

• 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.