Infinite pl, is a digital led tech firm driven to become a digital logistics pioneer by harnessing the power of people, data, and platforms. We are enabled through in-house, external, network, & other investment capabilities which we utilize to orchestrate & build innovative platforms that tackle complex problems within logistics & adjacent sectors.
Infinite pl’s mission is nothing short of a logistics revolution! We're here to enrich the experiences of governments, businesses, and residents around the world through cutting-edge digital solutions.
"We're not just players; we're game-changers."
Job Summary:
We are seeking an experienced Operations Manager to lead the technical operations team responsible for running a mission-critical platform with a target availability of 99.99%. The role will ensure service stability, SLA achievement, ITSM process compliance, security and regulatory compliance, and continuous improvement across operations. The Operations Manager will own day-to-day service operations, major incident leadership, operational readiness, vendor coordination, and reporting to senior stakeholders.
Key Objectives:
Oversee stable operations for the platform with 99.99% availability.Enforce and continuously improve ITSM processes (Incident, Problem, Change, Request, Release, Knowledge, CMDB).Ensure SLA / SLO compliance, operational readiness, and performance reporting.Maintain strong security posture and ensure adherence to applicable compliance requirements.
Key Responsibilities:
1) Service Operations LeadershipOversee the platform operations team (NOC/Operations Engineers/SRE-like functions as applicable) to ensure reliable, secure, and high-performing services.maintain clear operating rhythms: daily ops reviews, weekly service health checks, monthly SLA reviews, and quarterly service improvement plans.Drive on-call readiness, shift coverage, escalation paths, and decision-making during critical events.2) ITSM Process Ownership & ComplianceOwn and enforce ITSM processes end-to-end.Audit operational adherence and drive corrective actions for non-compliance.3) SLA, Availability, and Reliability ManagementEnsure continuous tracking and achievement (availability, response time, resolution time, performance).Manage availability and resilience practices: redundancy validation, capacity planning, proactive monitoring, and performance tuning.Lead post-incident reviews and drive measurable improvements.4) Security & Compliance, Partner with security teams to ensure:Timely patching and remediationSecure configuration baselinesAudit readiness and evidence collectionIncident response alignment and reportingEnforce least privilege access and periodic access reviews.5) Monitoring, Observability, and Operational ToolingEnsure comprehensive monitoring and alerting coverage for infrastructure, applications, APIs, databases, integrations, and security events.Ensure operational toolchain effectiveness (ITSM tool, monitoring, CI/CD visibility, CMDB, asset management).6) Stakeholder & Vendor ManagementAct as the primary operations interface for internal stakeholders and external partners/vendors.Manage vendor SLAs and ensure effective collaboration for incident resolution, patching, upgrades, and service improvements.Provide clear operational communications during incidents and planned maintenance.7) Reporting & GovernanceProduce weekly/monthly service reports including SLA performance, availability, incidents, trends, risks, and improvement actions.Maintain an operational risk register and ensure mitigation plans are executed.Present service health and improvement plans to leadership.
Required Qualifications:
Bachelor’s degree in Computer Science, Information Systems, Engineering, or equivalent experience.5+ years in IT operations / production support roles, with 2+ years leading teams for critical services.Strong hands-on understanding of operating high-availability platforms (24/7 environments).Proven experience implementing and running ITSM processes in production (ITIL-aligned).
Technical & Professional Skills:
Deep understanding of incident/problem/change management, operational readiness, and service governance.Experience with cloud and modern platform operations (e.g., cloud infrastructure, APIs, containerized services) is preferred.Ability to define, track, and improve operational KPIs and reliability metrics.Strong stakeholder management, structured communication, and decision-making under pressure.
Preferred Certifications:
ITIL Foundation / ITIL Managing Professional (or equivalent ITSM certification)ISO 27001 awareness/certification or security-related certificationsCloud certifications (GCP) is a plus
Working Model:
Full-time, includes on-call leadership and participation in major incident bridges as required.
