Overview

POSITION SUMMARY:The IT Operations Manager provides leadership and oversight for IT service delivery in a 24x7 marine container terminal environment. This role directs managed service providers and technology vendors; oversees JIRA service-management queues, software testing, and releases; aligns IT priorities with operational and business needs; and ensures the timely resolution of incidents affecting the Terminal Operating System (TOS), Gate, OCR, and other critical systems. The IT Operations Manager serves as a key liaison between IT and Operations, Customer Service, Finance, and other terminal departments, translating business requirements and operational impacts into technology priorities and actionable work. ESSENTIAL DUTIES AND RESPONSIBILITIES Maintain a safe and secure working environment while promoting IT Operational excellence throughout the organization.Manage the daily delivery of IT operational services supporting the marine container terminal.Ensure technology incidents and service requests are evaluated based on business and operational impact and assigned the appropriate priority.Coordinate resources across internal IT teams, onsite managed services, and external vendors to resolve operational technology issues.Maintain awareness of terminal operating conditions and adjust IT priorities to support changing business requirements.Ensure critical incidents have appropriate management visibility, technical ownership, escalation, and communication.Provide leadership and operational oversight of the onsite managed service manager.Establish priorities and coordinate assignments for onsite support personnel.Monitor managed service performance against established service levels and performance expectations.Manage daily operation of assigned JIRA/JIRA Service Management queues.Review incidents and service requests for appropriate categorization, priority, assignment, and business impact.Identify recurring incidents and initiate appropriate problem-management or root-cause-analysis activities.Maintain appropriate records of vendor issues, decisions, commitments, and outstanding actions.Develop productive relationships with key vendor technical and account-management personnel.Attend and actively lead or participate in weekly triage sessions involving critical terminal technology systemsCoordinate the planning, testing, deployment, and post-implementation validation of software updates affecting terminal operations.Work with business users, vendors, and IT resources to understand proposed software changes and potential operational impacts.Develop, document, maintain, and periodically review system test cases for critical terminal applications and workflows.Coordinate production implementations with Operations and other affected departments to minimize business disruption.Ensure appropriate implementation, communication, validation, support, and rollback plans are established for significant production releases.Promote increased use of monitoring, automation, AI, self-service, documentation, and proactive support capabilities.Promote a culture of accountability, customer service, collaboration, and continuous improvement.Perform other duties as assigned.REQUIRED KNOWLEDGE, SKILLS AND ABILITIES:Strong managerial, supervisory, and decision-making skills to achieve department and company goals. Excellent interpersonal skills. Ability to interact with a variety of people throughout the corporation.Ability to remain calm and professional during confrontational situations.Effective public speaking and presentation skills. Be able to present and defend a point of view.Possess excellent communication, written, oral, and interpersonal and teamwork skills, communicate constructively and confidently, listen openly, and collaborate well with staff and others in different groups.Ability to relate information from a multitude of sources.Capability to turn theoretical information into practical applications.Convey a professional and pos