Operations Manager

Job Summary:

The IT Operations Manager will be responsible for leading and managing end-to-end IT and OT operations at the Cell line in Butibori. This role demands a strategic and hands-on leader who ensures uptime, security, and efficiency across all technology layers including IT infrastructure, OT systems, end-user support, and network operations. The incumbent will manage a multi-shift IT operations team, ensuring smooth day-to-day support, proactive maintenance, and alignment of IT services with manufacturing goals.

Key Responsibilities:

1. Operational Leadership & Uptime Assurance

• Ensure 24x7 operational availability of all IT & OT systems critical for manufacturing continuity.
• Establish robust monitoring, alerting, and escalation mechanisms to minimize downtime.
• Drive incident response, root cause analysis, and corrective actions for IT/OT disruptions.
• Develop and enforce Standard Operating Procedures (SOPs) for IT/OT operational excellence.
• Align IT/OT operational KPIs with plant production and efficiency targets.

2. IT & OT Infrastructure Management

• Lead IT operations for servers, storage, end-user systems, and communication infrastructure.
• Oversee network management, including switches, routers, firewalls, Wi-Fi, and VPNs.
• Manage system performance, patching, backup, and lifecycle upgrades to ensure reliability and scalability.
• Implement and manage system support practices for both IT and OT platforms.
• Own Disaster Recovery (DR) and Business Continuity Plans (BCP) specific to the manufacturing setup.

3. End-User & Network Support Management

• Oversee end-user support operations, ensuring timely resolution of user issues through defined SLAs.
• Implement a centralized helpdesk and ticketing system for issue tracking and escalation.
• Monitor network health, bandwidth utilization, and connectivity across the facility.
• Ensure endpoint security and compliance across desktops, laptops, mobile devices, and industrial endpoints.
• Drive user satisfaction and productivity through proactive IT service management.

4. Cybersecurity & Compliance Operations

• Implement operational cybersecurity practices for IT & OT per ISO 27001 and NIST CSF.
• Ensure network segmentation, access control, and threat monitoring in OT environments.
• Lead periodic plant-level cyber drills, patching cycles, and vulnerability remediation.
• Ensure compliance with energy sector regulations, plant safety standards, and corporate governance policies.

5. People & Vendor Operations

• Lead and mentor a multi-tier IT operations team, including network, system, and end-user support personnel.
• Define and manage shift schedules to ensure round-the-clock coverage for IT/OT operations.
• Build team capability through training, performance reviews, and skill development programs.
• Oversee vendor management, AMC renewals, and service contracts with strict SLA adherence.

Qualifications & Skills:

• Bachelor's/Master's degree in IT, Computer Science, Electronics, or related discipline.
• Minimum 10 years of experience, including 5+ years managing IT operations in a manufacturing environment.
• Candidates from the manufacturing industry background will be preferred.
• Strong knowledge of networking, system administration, cybersecurity, and IT/OT integration.
• Proven ability to lead and manage 24x7 operations teams, including shift planning and incident management.
• Hands-on experience with ITSM tools, network monitoring, and endpoint management solutions.
• Excellent leadership, communication, and stakeholder management skills.