IT Operations Manager

About Contour Contour Software has grown from a dozen people to over 2,000 staff across 3 cities, in less than 14 years
As a subsidiary of Constellation Software Inc., we are proud to be part of a global enterprise software conglomerate that has grown to become one of the top 10 software companies in the world, with employees and customers in 100+ countries. With a broad-based and ever-growing portfolio of market-leading, vertical-market enterprise solutions covering more than 100 industry domains in predominantly mature markets, CSI's recipe creates the perfect environment for professionals to build fulfilling, long-term careers
What started as an R&D & Accounting back-office, has progressed into a full-service Global Centre serving all functions and departments, at the divisional as well as operating group/corporate level. Today Contour employees, located in Karachi, Lahore & Islamabad, are serving CSI divisions located in time zones spanning the globe, from Sydney to Vancouver. With the global growth of Constellation as the wind in our sails, we are only just getting started! Division: Cornerstone is a lifecycle management platform dedicated to helping security alarm dealers manage their businesses more efficiently. We accomplish this through our affordable, time-saving billing services, superior daily dealer support, and our cloud-based, specialized software. We become a trusted strategic ally to our dealers, helping their business run more smoothly and profitably.
Summary: We are seeking a highly motivated and experienced IT Operations Manager to oversee and optimize our IT infrastructure and operations. The ideal candidate will have a strong technical background, excellent problem-solving skills, and a proven ability to manage and improve IT processes in a fast-paced environment. This role is critical in ensuring the stability, security, and efficiency of our technology systems, enabling the smooth operation of our business.
Core Competencies:
Design: Review initiatives and design solutions for large and medium scale projects. This includes selection and review of technology frameworks/architectures to be used on projects, for both cloud and environments.
Implement: Develop, analyze, and implement digital technology solutions with appropriate software design methodology, while streamlining DevOps best-practices.
Documentation: participate in the discovery of new projects, create architectural diagrams, and document technical requirements. Performs security risk assessments and creates remediation plans.
Project Management: working closely across engineering, product, and additional stakeholders– monitor progress, manage risks and provide status updates on specific BU projects and initiatives.
Key Responsibilities:
IT Projects and Improvements:
Lead and manage IT infrastructure improvement projects, including the migration to AWS (Shift and Lift).
Administer patches and evaluate and assess current IT vendors, to identify opportunities for improved efficiency and cost optimization.
Implement and monitor IT performance metrics and scorecards.
Drive the modernization of APIs and implementation of load balancing solutions.
IT Policy Management:

• Develop, maintain, and enforce internal IT policies and procedures to ensure compliance with industry best practices and regulatory requirements (e.g., PCI DSS).

Infrastructure Maintenance:

• Manage and maintain critical IT infrastructure components, including DNS, SSL certificates, and domain registrations.
• Oversee regular security scans (PCI, vulnerability assessments) and take appropriate action to address identified risks and vulnerabilities.

Technical Support and Troubleshooting:

• Provide technical support to internal and end-users on various issues, including Uniprint, RDP, browser troubleshooting, and user permissions.
• Diagnose and resolve complex technical problems affecting systems and applications.

Security and Compliance:

• Proactively identify, manage and execute recurring security tasks, such as monthly risk reviews, security awareness campaigns (KnowBe4), and maintaining a high IT security scorecard rating.
• Coordinate and oversee penetration testing and other security assessments.
• Liaise with Jonas compliance team to ensure adherence to all relevant compliance standards.

Hardware and Software Management:

• Manage the procurement, deployment, and maintenance of employee computers, hardware, and software.

On-Call Support:
Provide on-call support for critical IT issues outside of normal business hours.
Qualifications:

• Strong experience managing Windows environments including virtual servers and windows licenses.
• Sound understanding of networking fundamentals including TCP/IP, routing, network troubleshooting, network security, firewalls, etc.
• Bachelor's degree in Information Technology, Computer Science, or a related field.
• 5+ years of experience in IT operations management.
• Strong understanding of IT infrastructure components (servers, networks, security).
• Experience with cloud platforms (AWS preferred).

Exciting Benefits we offer:

• Market-leading Salary
• Medical Coverage – Self & Dependents
• Parents Medical Coverage
• Provident Fund
• Employee Performance-based bonuses
• Home Internet Subsidy
• Conveyance Allowance
• Profit Sharing Plan [Tenured Employees Only]
• Life Benefit
• Child Care Facility
• Company Provided Lunch/Dinner
• Professional Development Budget
• Recreational area for in-house games
• Sporadic On-shore training opportunities
• Friendly work environment
• Leave Encashment

Disclaimer: At Contour, we attribute our success to the unique contributions of our diverse staff. We’re committed to fostering a culture of respect that thrives on the varied perspectives and experiences of all individuals we recruit, employ, promote, and compensate. Since day one, we’ve adhered to a policy that champions a work environment honoring the worth and dignity of each person while being free from all forms of employment discrimination. In our continuous effort to promote inclusivity, we extend our commitment to individuals with special needs by providing reasonable accommodations. We actively encourage qualified individuals with special needs to apply for the various openings within our company. Should you require assistance in completing the application process or have any inquiries regarding special facilities, please do not hesitate to contact our HR team. Your unique talents and abilities are welcomed and valued here.