Operations manager

6 days ago

Belgrade, Central Serbia Nortal Full time €25,000 - €50,000 per year

Overview
We are looking for a proactive and structured
Operations Manager
to take ownership of operational aspects across multiple software projects and live products.

This role requires a solid understanding of the application lifecycle, combined with strong coordination, communication, and problem-solving skills.

You will ensure smooth daily operations, organize and optimize issue resolution workflows, align with clients, internal teams, and external vendors, and help maintain SLAs and product stability.

The ideal candidate should be familiar with how software systems are developed, integrated, deployed, and supported in production.

Responsibilities

  • Manage the operational lifecycle of multiple applications: from go-live to ongoing support.
  • Own and improve incident, problem, and change management processes with ITIL best practices.
  • Coordinate across internal development teams, DevOps, client stakeholders, and third-party vendors to ensure effective collaboration and communication.
  • Coordinate multi-tier teams (L1, L2, L3) to ensure efficient incident response, drive timely resolution and deliver clear incident reporting aligned with SLAs and ITIL best practices.
  • Drive root cause analysis for major incidents and facilitate the implementation of corrective and preventive measures.
  • Monitor and help maintain SLAs, ensuring uptime, responsiveness, and client satisfaction.
  • Act as the first escalation point for operational or support-related issues.
  • Organize and lead regular ops syncs, status calls, and bridge calls in case of P1 incidents.
  • Track open tickets, blockers, and support items using tools like Jira, Jira Service Management and similar.
  • Ensure relevant procedures, documentation, and support materials are in place and kept up to date.
  • Help plan and oversee production deployments, patches, and incident response activities.
  • Work closely with Product Owners to align operational priorities with the product roadmap.

Qualifications

  • 3+ years' experience in application operations, incident management, technical delivery, or service management roles.
  • Good understanding of the software application lifecycle and support in production environments.
  • Proven experience managing incidents and operational escalations, ideally in line with ITIL practices.
  • Strong coordination and communication skills in cross-functional and client-facing settings.
  • Familiarity with ticketing systems (e.g., Jira, ServiceNow), monitoring tools, and support dashboards.
  • Ability to work under pressure and manage multiple parallel incidents or support streams.
  • Experience with SLAs, KPIs, and producing post-incident reports or summaries.
  • Understanding of DevOps workflow and the interplay between development, QA, infrastructure and operations.
  • Familiarity with monitoring and alerting tools such as Grafana, Prometheus, and the Elastic Stack or similar.
  • Understanding of CI/CD pipelines and related tools (e.g., Jenkins, GitLab CI, GitHub Actions).
  • Proficient in troubleshooting techniques and problem-solving approaches across application and infrastructure layers.
  • Good communication and collaborative skills, able to interact with tech teams and with non-tech business teams.
  • Proven track record of coordinating and training multi-tier support teams (L1, L2, L3) on operational workflows, escalation, incident handling etc.

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