{"id":3006812,"url":"https://alion.io/job/stefanini-emea-it-operations-manager","title":"IT Operations Manager","company":{"id":4425653,"name":"Stefanini EMEA","domain":"stefanini.ro","url":"https://alion.io/company/stefanini-ro","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SmartSearch","truth_index":null},"role":"Management","role_family":"Management","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Manila, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":12500,"max_usd":27000,"period":"year","method":"role_country_seniority_unknown","sample_n":40},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"Service Desk","optional":false}],"status":"live","first_seen_at":"2026-10-21T12:00:00Z","employer_posted_date":"2026-10-21","last_verified_at":"2026-10-23T01:35:38Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"The IT Operations Manager leads the day-to-day delivery of IT Operations services, ensuring reliable 24/7 operational coverage, monitoring, incident handling and infrastructure support. The role provides operational leadership to the team, organizes work across shifts, drives effective resolution and escalation, and coordinates with Infrastructure, Application Support, Security, Network and other technical teams when specialist support is required.\nThe role also promotes operational discipline, service quality, reporting accuracy, team capability development and continuous improvement.\nKey Responsibilities\n01. IT Operations Leadership\nLead day-to-day IT Operations activities and ensure adequate operational coverage. \nEnsure responsibilities and recurring activities are allocated effectively across shifts. \nCoordinate through shift leads and maintain clear ownership of monitoring, incidents, requests and planned activities. \nAct as an escalation point for operational issues requiring management attention. \nEnsure continuity of operations when leaders or key resources are unavailable. \n02. Monitoring and Event Management\nEnsure continuous monitoring of infrastructure and applications within the agreed IT Operations scope. \nEnsure alerts are reviewed, investigated, actioned or escalated in a timely manner. \nCoordinate the onboarding and access prerequisites required to monitor new infrastructure and data centers. \nWork with Infrastructure, Network, Security and application teams to improve monitoring coverage and actionability. \n03. Incident Management and Escalation\nEnsure incidents are recorded and managed through the defined ticketing process. \nEnsure appropriate L1 troubleshooting is performed before escalation. \nMaintain clear escalation routes to L2, L3 and specialist teams. \nEnsure troubleshooting actions, findings and handovers are documented in tickets. \nCoordinate the operational response to major or high-impact incidents. \nFollow up on unresolved incidents and recurring operational issues. \n04. Operational Process Delivery\nOversee the execution and quality of event management, incident management, L1 incident resolution and request fulfillment. \nCoordinate access-related operational activities, backup monitoring and patch-management activities within scope. \nEnsure IT Operations readiness and participation in disaster recovery activities. \nMaintain clear procedures, runbooks and handover practices for recurring activities. \n05. Service Quality and Reporting\nEnsure operational reports and KPIs are accurate, consistent and understandable. \nEstablish appropriate validation and review before stakeholder communications are issued. \nMonitor backlog, aging, incidents and operational activities to identify risks or bottlenecks. \nCoordinate the resolution of data inconsistencies with responsible technical and tooling teams. \nPromote high-quality ticket documentation and traceable operational evidence. \n06. Business Continuity and Disaster Recovery\nEnsure appropriate team readiness and coverage for continuity scenarios. \nCoordinate IT Operations participation in disaster recovery exercises and operational changes. \nEnsure suitable representation, contactability and handovers during DR activities. \nSupport activation and recovery activities that fall within IT Operations scope. \n07 Team Management and Capability Development\nDevelop the technical, operational and analytical capabilities of team members. \nIdentify training and certification needs aligned with the technology roadmap. \nEncourage knowledge sharing, mentoring and cross-training. \nEnsure team members understand their responsibilities, escalation paths and quality expectations. \nBuild a culture of accountability, ownership and continuous learning. \nPeople manager for 7 IT Ops Officers and dotted line for 8 Application Support Engineers.\n08 Operational Excellence and Continuous Improvement\nIdentify opportunities to automate or simplify repetitive operational activities. \nImprove monitoring, reporting, dashboards, runbooks and operating procedures. \nDrive improvements in ticket quality and operational documentation. \nReduce avoidable manual effort and improve operational efficiency. \nPromote collaboration between IT Operations and Application Support where priorities and skills overlap. \n09 Stakeholder and Cross-Team Coordination\nMaintain effective collaboration with Infrastructure, Application Support, Service Desk, Network, Security, SRE and service owners. \nCoordinate operational dependencies, escalations and follow-up actions. \nEnsure the team has the access, information and procedures required to provide effective L1 support. \nProvide clear and timely operational communication to management and stakeholders. \nKey Accountabilities and Expected Outcomes:\nService delivery\nLeadership and improvement\nStable 24/7 IT Operations delivery\nDocumented, repeatable operational procedures\nEffective monitoring and timely alert handling\nDR and continuity readiness\nConsistent incident ownership and escalation\nContinuous improvement of IT Operations\nAccurate and actionable operational reporting\nDevelopment and readiness of the team\nHigh-quality ticket documentation\nEffective cooperation with Frontline and technical teams\nEffective shift organization and coverage\nKey Interfaces:\nHead of IT Operations \nInfrastructure teams \nApplication Support \nService Desk \nNetwork teams \nSecurity teams \nSRE and technical experts \nService and application owners \nSkills and Competencies:\nLeadership\nOperational team leadership; people development and coaching; shift and resource coordination; stakeholder management; decision-making under operational pressure.\nOperational expertise\nIT Operations and service management; incident and escalation management; monitoring and event management; infrastructure operations; continuity and disaster recovery; reporting and KPI management.\nBehavioral competencies\nOwnership and accountability; customer and service orientation; analytical problem solving; clear communication; cross-team coordination; continuous-improvement mindset.\nWhat's next:\nIt's best to apply today, because job postings can be taken down and we wouldn't want you to miss this opportunity. In case you need further information, just send us a message at  and we'll be happy to assist!\nThe preceding job description had been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties and responsibilities required of employees assigned to this job.\nDiversity & Inclusion\nHere at the Stefanini Group, we value plurality and equity, regardless of race, sexual orientation, disability, age, ancestry, religion, gender, and nationality. We understand and encourage the importance of being you!\nAbout us\nWe are the Stefanini group, a global tech consulting company of Brazilian origin that believes in the power of people to transform businesses through technology.\nWe are present in over 40 countries and operate with the purpose of co-creating solutions TOGETHER WITH OUR CLIENTS that accelerate results and improve the experience of people and organizations.\nHere, we like to say that technology is not the end, but the means: what really matters are the people who drive it all.\nOur mindset is AI First, meaning we invest in cutting-edge technology in everything we do, focusing on results for our clients.\nWe are a company, A GROUP, that breathes collaboration and offers a dynamic environment where you will learn by doing, grow alongside the team, and have space to contribute with ideas and projects.\nMore than just talking about digital transformation, we believe in real transformation that starts with people and impacts real businesses.\nIf you are looking for a place to develop, innovate, and be part of something bigger, the Stefanini Group is your place.\nWe want to inform you that there are currently scams targeting job seekers by falsely using our company's name, Stefanini. We sincerely apologize for any confusion or inconvenience this may have caused.\nPlease remember that legitimate job offers from Stefanini will always come through official channels, including direct communication with our trained recruiters. If you receive any unsolicited messages requesting payment or personal information, please disregard them.\nIf you suspect you've been targeted, please contact us immediately at  for verification.\nKey Points to Remember:\nLegitimate job offers only follow interviews conducted with our hiring managers or clients.\nWe will never ask for payment at any stage of the recruitment process.\nStay vigilant and feel free to reach out for verification. Your safety and security are our top priorities. Thank you for your understanding and cooperation.\nSkills and Competencies:\nLeadership\nOperational team leadership; people development and coaching; shift and resource coordination; stakeholder management; decision-making under operational pressure.\nOperational expertise\nIT Operations and service management; incident and escalation management; monitoring and event management; infrastructure operations; continuity and disaster recovery; reporting and KPI management.\nBehavioral competencies\nOwnership and accountability; customer and service orientation; analytical problem solving; clear communication; cross-team coordination; continuous-improvement mindset.\nWhat's next:\nIt's best to apply today, because job postings can be taken down and we wouldn't want you to miss this opportunity. In case you need further information, just send us a message at  and we'll be happy to assist!\nThe preceding job description had been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties and responsibilities required of employees assigned to this job.\nDiversity & Inclusion\nHere at the Stefanini Group, we value plurality and equity, regardless of race, sexual orientation, disability, age, ancestry, religion, gender, and nationality. We understand and encourage the importance of being you!\nAbout us\nWe are the Stefanini group, a global tech consulting company of Brazilian origin that believes in the power of people to transform businesses through technology.\nWe are present in over 40 countries and operate with the purpose of co-creating solutions TOGETHER WITH OUR CLIENTS that accelerate results and improve the experience of people and organizations.\nHere, we like to say that technology is not the end, but the means: what really matters are the people who drive it all.\nOur mindset is AI First, meaning we invest in cutting-edge technology in everything we do, focusing on results for our clients.\nWe are a company, A GROUP, that breathes collaboration and offers a dynamic environment where you will learn by doing, grow alongside the team, and have space to contribute with ideas and projects.\nMore than just talking about digital transformation, we believe in real transformation that starts with people and impacts real businesses.\nIf you are looking for a place to develop, innovate, and be part of something bigger, the Stefanini Group is your place.\nWe want to inform you that there are currently scams targeting job seekers by falsely using our company's name, Stefanini. We sincerely apologize for any confusion or inconvenience this may have caused.\nPlease remember that legitimate job offers from Stefanini will always come through official channels, including direct communication with our trained recruiters. If you receive any unsolicited messages requesting payment or personal information, please disregard them.\nIf you suspect you've been targeted, please contact us immediately at  for verification.\nKey Points to...","description_format":"text","description_chars":12330,"description_truncated":true,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Continuous learning","Equity"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["IT Help Desk & Service Desk","Managed Security","IT Consulting & Digital Transformation","IT Outsourcing & Dedicated Teams"],"lifecycle":[{"event":"open","at":"2026-10-21T14:05:05Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":0,"expected_fill_days":23,"reasons":["conf:0","velocity","win:early","comp:attention"],"computed_at":"2026-10-22T06:10:10Z"},"pay":null,"html_url":"https://alion.io/job/stefanini-emea-it-operations-manager","json_url":"https://alion.io/job/stefanini-emea-it-operations-manager.json","meta":{"generated_at":"2026-10-23T04:32:32Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":7426,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-24T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4425653},"rest":"https://alion.io/mcp/rest/get_company?id=4425653"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fstefanini-emea-it-operations-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fstefanini-emea-it-operations-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fstefanini-emea-it-operations-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/stefanini-emea-it-operations-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fstefanini-emea-it-operations-manager"}]}