Jakson Group
Website:
jakson.com
Job details:
Job Requirements
Job Title
Assistant Manager – IT Operations
Department
Information Technology – Operations
Reporting Structure
Reporting To: IT Operations Business Partner Direct Report(s): 01 (On-roll) and 03 (Off-roll)
Role Objective
The Assistant Manager – IT Operations will be responsible for managing day-to-day IT infrastructure and operations, ensuring system availability, compliance, security, and efficient service delivery. The role involves ITSM management, asset and license governance, security tool deployment, budget oversight, and coordination with stakeholders to support business objectives.
Key Responsibilities
IT Operations & Team Management
- Manage and oversee the IT Operations team to ensure timely and effective support delivery.
- Provide guidance, technical support, and resolution for complex operational issues.
- Coordinate IT support for corporate and roaming users across locations.
ITSM & Service Management
- Manage and operate ITSM tools (preferred: ManageEngine / Freshdesk) including Incident, Service Request, Change Management, and SLA tracking.
- Monitor service quality, ensure SLA adherence, and drive continuous service improvement.
Asset, License & Compliance Management
- Maintain and manage IT asset records, licenses, warranties, and service agreements for hardware and software.
- Perform Installation, Movement, Addition, Change, and Deletion (IMACD) activities using asset management tools.
- Ensure software compliance and security posture through effective patch management (preferred: ManageEngine).
- Track inventory, allocation, and lifecycle of IT assets.
Security & Infrastructure
- Support deployment, management, and monitoring of IT security tools such as Zscaler, SentinelOne, Check Point, and related solutions.
- Assist in infrastructure deployment, upgrades, and enhancements based on business and project requirements.
- Identify security, operational, and infrastructure gaps and escalate to management with recommendations.
Budgeting & Procurement
- Assist in IT budget planning, tracking, and cost optimization through standardization and efficient resource utilization.
- Handle IT procurement activities, invoice processing, and asset capitalization for accurate financial tracking.
Stakeholder & Vendor Management
- Engage with internal stakeholders to understand new requirements for IT projects and infrastructure upgrades.
- Coordinate with vendors and partners for support, renewals, and service delivery.
Policy, Governance & Documentation
- Enforce IT policies, standards, and operating procedures.
- Prepare and maintain SOPs, training materials, and operational documentation.
- Generate reports related to asset management, inventory, compliance, and audits.
- Prepare data and documentation required for internal and external audits.
Work Experience
Technical Knowledge & Skills
- Strong hands-on experience with:
- ITSM Tools: ManageEngine / Freshdesk
- Patch Management: ManageEngine (preferred)
- Security Tools: Zscaler, SentinelOne, Check Point
- Working knowledge of:
- SAP, Microsoft O365, Active Directory, File Servers
- End-user operating systems (Windows & macOS)
- Understanding of IT infrastructure operations and enterprise IT environments.
Experience & Qualifications
- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- Minimum 7 years of experience in IT Infrastructure & Operations.
- Minimum 3 years of experience in IT Service Management (ITSM).
- Proven experience in team handling, stakeholder coordination, and vendor management.
Behavioural & Soft Skills
- Strong problem-solving and analytical mindset.
- Excellent written and verbal communication skills.
- Ability to collaborate effectively with cross-functional teams.
- Proactive, organized, and capable of handling multiple priorities.
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