IT Operations Manager at Hugo Technologies

ROLE OVERVIEW

• Hugo has experienced tremendous growth over the last two years and to maintain this trajectory, we need to bolster our IT operations and infrastructure.
• We are looking for an experienced IT enthusiast to work alongside our Global Head of IT Operations managing Hugo’s day-to-day IT operations, ensuring the reliability, security, and efficiency of our IT systems.
• You are the ideal candidate if you have a strong background in IT operations, excellent leadership skills, and the ability to collaborate effectively with cross-functional teams.

KEY RESPONSIBILITIES 

• Implement, manage, and constantly improve a secure, stable, cost-effective, scalable, and high-performing IT infrastructure (hardware, software, network, and processes) for both WFH (work-from-home) and secure-site service delivery teams. 
• Build and manage an efficient IT assets management system: end-to-end process of planning, selecting, purchasing, maintaining, tracking, and retiring of IT assets and devices.
• Support the implementation of an effective IT helpdesk ticketing and support function.
• Provide technical support to end-users, resolving IT-related issues promptly and efficiently.
• Analyze recurring issues and implement preventive measures to minimize future problems.
• Implement business continuity processes to minimize disruption to operations.
• Enforce IT security policies, procedures and guidelines to safeguard company data and systems.
• Collaborate with external vendors and service providers to procure IT equipment and services.
• Evaluate vendor performance and manage relationships to ensure quality and cost-effectiveness.
• Ensure all IT infrastructure is fully compliant with industry standards and best practices.
• Develop a system of KPIs and metrics to measure and monitor the effectiveness of IT operations through a single dashboard and drive continuous improvement of these metrics.
• Identify opportunities for process optimization and automation within IT operations.
• Proactively assess emerging technologies and recommend solutions that can enhance operational efficiency and effectiveness.

ABOUT YOU

The organized professional we seek is a leader with these qualifications:

• Bachelor’s degree in computer science, information systems or a related field. 
  • Master’s degree preferred. 
  • A combination of relevant experience and qualifications would be accepted in lieu of a university degree in the listed fields.
• Industry certifications such as Network+, Security+, ITIL, CISA, CISM, CISSP, etc.
• 7+ years of proven experience as an IT Operations Manager.
• Operational IT experience with a user base of 1,000+ employees would be a plus.
• Experience at a growth-stage company/environment is a plus.
• Experience working in ‘’cloud-first’ and ‘remote-first’ environments. 
• Exceptional knowledge of technology deployments including cloud computing, endpoint management, IT helpdesk, messaging, automation and workflows, identity management, IT systems architectures, process optimization, networks, and network solutions, etc.
• Knowledge of the latest technological advances that could benefit the company, including information security best practices, industry trends, tools, and change management.
• Knowledge and experience with industry standards would be an asset (e.g., ISO 27001, ISO 22301, SOC 2, NIST, PCI-DSS, etc.)