IT Operations Manager

**We are looking for a highly skilled Operations Manager to oversee our SaaS platform's monitoring, incident management, and operational stability. This individual will ensure system availability, coordinate incident resolution, and manage communication between internal teams and external partners. The role covers hardware and application-level monitoring to maintain a 99.99% availability target.**

- Location: Skopje (Full-time)
- Reports To: Managing Director, CEO

**Key Responsibilities:**

**1. System Monitoring & Incident Management:**

- Oversee real-time monitoring of both hardware (servers, VMs, cloud infrastructure) and application performance
- Implement and manage monitoring tools
- Maintain and improve an incident response process to ensure rapid issue resolution.
- Set up and refine alerts & dashboards for proactive system health tracking.

**2. Incident Coordination & Communication:**

- Act as the primary point of contact for all platform-related incidents and escalations.
- Coordinate with internal teams (Implementation, Support) and external partners (IaaS providers, third-party vendors).
- Ensure proper incident documentation and post-mortem analysis to prevent recurrence.
- Communicate system health updates and critical incidents to key stakeholders.

**3. SLA & Vendor Management:**

- Work with service providers to ensure SLA compliance.
- Ensure platform infrastructure meets performance and availability goals.

**4. Process Improvement & Automation:**

- Identify gaps in monitoring, alerting, and incident response and recommend improvements.
- Automate routine system checks and optimize operational workflows.
- Establish a knowledge base & documentation for best practices in operations management.

**Key Qualifications:**

- 5+ years of experience in Operations Management, System Monitoring, or DevOps.
- Experience with monitoring tools like Splunk, PRTG, Zabix or similar.
- Ability to work in high-availability environments with strong problem-solving skills.

\*Only selected candidates will be contacted