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Experience level:
More than 5 years
Education level:
Bachelor
Languages:
English: C1
Serbian: Native
Dynamic and results-oriented Operations Manager with 10+ years of progressive experience designing, operating, and optimising large-scale IT and physical infrastructure. I lead 24x7x365 operations and cross-functional teams to deliver resilient, cost-efficient services for mission-critical environments (finance, healthcare, enterprise). I combine strategic planning, hands-on engineering knowledge, and people leadership to translate technical vision into measurable business outcomes. What I do best – Deliver and maintain high-availability infrastructure, achieving 99.999% uptime through redundant design, automated failover, and proactive maintenance. – Drive operational efficiency and energy management, delivering measurable OpEx reductions and improved power usage visibility. – Lead capacity planning, lifecycle refreshes, and cloud consolidation, retiring EOL assets and deploying energy-efficient hardware to reduce annual energy and maintenance costs. – Build and execute disaster recovery and business continuity plans to minimise risk and ensure rapid recovery. – Implement process automation, standardisation, and Lean practices to reduce waste, accelerate delivery, and improve quality. – Develop and scale people and culture: recruitment, onboarding, coaching, performance management, and cross- functional collaboration to sustain high-performing teams. I combine strategic planning with hands-on engineering and strong people management to translate technical vision into measurable business outcomes. I am focused on improving availability, security, and operational performance and am ready to apply my expertise to drive resilience, reduce costs, and scale teams and processes in my next operations role.
Responsible for managing teams of IT Operations who maintain the IT environment 24x7x365 ensuring that all customer and internal environments are secure, operational, and highly available delivering this through proactive performance management, assignment of responsibilities including projects and tasks, strengthening team engagement, implementation of lean/continuous improvement practices and review of process compliance.
Operational Manager Key Responsibilities:
•Leadership and Management: Leading and managing teams of IT professionals, providing guidance, performance management, and fostering a collaborative environment.
•People & HR Oversight: Responsible for overseeing the recruitment and selection process for a specific role within my department. Worked with HR departments or recruiters to fill open positions, define job requirements, conduct interviews, and make the final hiring decision.
•Strategic Planning: Developing and implementing strategies for IT operations, infrastructure, and technology advancements.
•Budget Management: Managing the IT operational budget, ensuring cost-effectiveness, and optimizing resource allocation.
•Project Management: Planning, executing, and overseeing IT projects, including upgrades, installations, and migrations.
•Infrastructure Management: Ensuring the availability, reliability, and security of the IT infrastructure, including hardware, software, networking, and security systems.
•Operational Efficiency: Monitoring and optimizing the performance and efficiency of the IT infrastructure, implementing best practices and standard operating procedures.
•Risk Management: Identifying and mitigating risks associated with IT operations, including security breaches, hardware failures, and natural disasters.
•Compliance: Ensuring the IT business adheres to relevant regulations, standards, and policies.
•Stakeholder Management: Excellent communication and interpersonal skills for interacting with team members, clients, and stakeholders.
People Leader Key Responsibilities:
•Guidance and Inspiration: Motivating team members, creating a shared vision, and inspiring them to perform at their best.
•Team Development: Identifying individual strengths, providing coaching and mentoring, and supporting the professional growth of team members.
•Positive Culture: Fostering a culture of trust, openness, and collaboration where diverse perspectives are valued and everyone feels included.
•Empowerment: Empowering team members to take ownership of their work and contribute to problem-solving, rather than micromanaging.
•Emotional Intelligence: Understanding and responding to the emotional needs of team members, and building strong interpersonal relationships.
Essential Qualities:
•Communication Skills: Actively listening, asking good questions, and communicating effectively to build trust and encourage open dialogue.
•Integrity and Authenticity: Modelling honest and ethical behaviour, and being authentic to build credibility and earn respect.
•Empathy and Patience: Understanding team members’ perspectives, showing patience under pressure, and providing support for challenges.
•Resilience: Remaining calm and composed when facing unexpected changes or difficult situations.
•Commitment to Growth: Believing that leadership can be developed, continuously learning, and helping others to develop their potential.
Downtime Reduction Developed and implemented a proactive maintenance schedule for IT operations. Achieved a 15% decrease in downtime and better operational efficiency. De-energise maintenance Successfully organised and conducted 5-year de-energisation maintenances. This involved disconnecting electrical energy from the A, B, C and D power feeds in 4 controlled maintenance windows. This was planned for off-peak hours and focused on isolating specific systems or circuits rather than shutting down the entire facility. IT facilities are designed for continuous operation; even minor service disruptions can be devastating to business operations and revenue, so this had to be carefully orchestrated. Operational Costs Reduction Focused efforts on energy management, resulting in substantial operational cost reductions through improved efficiency, better contracts, and license management, particularly in the area of power usage documentation, which effectively contributed to cost savings. Detailed documentation of power usage facilitated tracking and identifying areas for further optimization. Disaster Recovery & Business Continuity Enhanced disaster recovery planning processes. Ensured robust business continuity and reduced risk to operations. Cloud consolidation Drove significant IT operational efficiency through a structured cloud fleet consolidation initiative by auditing and retiring EOL/unused servers, and deploying new Dell R76XX series energy-efficient hardware. This strategic refresh resulted in a30% reduction in annual Operating Expenses (OpEx) for energy and maintenance, fundamentally improving IT budget health and efficiency. Compliance and Audit Preparedness Organized all relevant documentation, conducted internal gap analyses, updated policies to reflect current standards, ensured staff training, and maintained a centralized, up-to-date system for document access and version control (Archer).Successfully passed the audits with a 99.5% score. Process Automation and Standardisation Implemented process automation and established consistent operational standards across multiple IT facilities. Increased operational efficiency and streamlined workflows. Lean Methodologies & Waste Reduction Drove continuous improvement initiatives by focusing on Lean principles. Eliminated waste in processes, optimising resource utilization for highly efficient outcomes. Eliminated waste in excess inventory or materials that could be used more effectively which saved money and created a more efficient resource allocation, allowing key departments to grow and work more effectively. Designed and implemented a robust RMA process I took the initiative to implement clear RMA policies, automate workflows, provide clear communication, track returns effectively, and conduct root-cause analysis resulting in quality and customer satisfaction improvement. EOL firewall upgrades Collaborated with cross-functional teams to redesign the workflow, introduce automation, and provided feedback for implementing a real-time tracking system for EOL firewall upgrades. As a result, we reduced the new firewalls deployment time by 30% and decreased errors by 20%, significantly enhancing overall efficiency and customer satisfaction. Onboarding programme Onboarding new employees can be a lengthy process if it isn’t done correctly. One way to speed up the onboarding process is by creating a standardized set of documents that all new hires must complete before they start working. This includes things like filling out paperwork, understanding company policies and procedures, learning the company’s technology systems, etc. With a standardized onboarding system in place, I ensured that new hires hit the ground running when they start working instead of spending valuable time trying to catch up on tasks they should have already completed during onboarding. This also minimized data entry errors, ensuring there are no delays when onboarding anew employee. Played a key role in developing training programs. New hires successfully completed all or the majority ofthe onboarding activities and they have been coached as they will encounter situations and issues that we have tried producing during the onboarding. Internal Wiki Played a key role in developing centralised process-related information, making it more accessible for employees and simplifying process management.