IT Operations Manager

This is a fully remote position, open to applicants in Bulgaria.

📋 Description

• Lead, mentor, and nurture a team of engineers and administrators tasked with managing enterprise productivity and collaboration platforms.

• Supervise and assist in coordinating 24x7x365 operational support coverage, including on-call rotations, escalation management, and incident response protocols.

• Serve as a senior technical escalation point for intricate incidents, outages, integrations, and platform-related challenges.

• Assess emerging technologies, AI capabilities, automation prospects, and enhancements to collaboration tools.

• Act as a thought leader in modern workplace technologies and solutions for employee productivity.

• Oversee daily operations, administration, governance, and lifecycle management of Microsoft 365 / Office 365, SharePoint Online, Microsoft Teams, Power Platform (Power Apps, Power Automate, Copilot Studio), Voice/Telephony Services, Slack, Five9, Google Workspace, and enterprise application integrations.

• Propel operational excellence through ITSM and ITIL-aligned processes including Incident, Problem, Change, Request, Knowledge, and Major Incident Management.

• Manage operational backlogs, enhancement requests, platform projects, and service improvement initiatives using Jira.

• Ensure ownership of operational service health, uptime, support models, SLAs, and continuous service improvement initiatives.

• Develop and oversee team on-call schedules and engage in after-hours support and escalation activities as necessary.

• Establish operational standards, monitoring, alerting, documentation, and support procedures.

• Collaborate with Security, Infrastructure, Networking, IAM, Compliance, Legal, and business stakeholders to guarantee secure and compliant platform operations.

• Drive platform governance, licensing optimization, automation, and adoption strategies.

• Lead vendor relationships, manage escalations, and facilitate strategic roadmap discussions.

• Supervise platform integrations, API connectivity, authentication models, and interoperability of enterprise applications.

• Support organizational initiatives related to migrations, consolidations, acquisitions, and platform modernization efforts.

• Develop operational metrics, KPIs, dashboards, and reports for executive-level stakeholders.

• Manage coordination for incident response and participate in major incident management activities.

• Ensure that documentation, knowledge management, and operational runbooks are consistently maintained and improved.

• Assist with budgeting, forecasting, licensing, and capacity planning tasks.

⛳️ Requirements

• Bachelor’s degree in information technology, Computer Science, or a related field, or equivalent professional experience.

• 7+ years of progressive IT experience with enterprise collaboration and productivity platforms.

• 3+ years of direct management experience leading technical teams.

• Strong technical proficiency in administering and supporting Microsoft 365 technologies.

• Experience in supporting enterprise collaboration platforms such as Microsoft Teams, SharePoint Online, Slack, and Five9.

• Experience managing 24x7x365 technical operations within a global enterprise setting.

• Proven experience in leading platform migrations, consolidations, or digital transformation initiatives.

• Background serving as a senior escalation point for high-severity incidents and operational challenges.

• Familiarity with Power Platform governance and administration.

• Experience with Copilot, AI-powered productivity platforms, or automation technologies.

• Strong understanding of SaaS operations, governance, integrations, and lifecycle management.

• Experience with API-based integrations and connectivity of enterprise applications.

• Excellent organizational, communication, and stakeholder management abilities.

• Capacity to balance strategic planning with hands-on operational leadership.

• Willingness to engage in on-call rotations and after-hours escalations.

• Understanding of ITSM operations, including incident and request management.

🏝️ Benefits

• Additional Premium Health insurance;

• Sodexo food vouchers equivalent to 80 lv per month;

• 25 days of vacation;

• Flexible benefits (Re:benefit);

• Udemy subscription;

• 10% learning time;

• 70/30 new feature work/improvements;

• Flexible work from office or remote;