IT Operations Manager

Bridge International Academies, Hyderabad, India

Skill Required:, IT and ICT
Preferred Experience: 
Above 10 Years
Closing Date for Applications: 
16th August, 2018

Job Description

Who We Are

Bridge believes every child has the right to high quality education and works in partnership with governments, communities, parents and teachers to deliver education to over 100,000 children in underserved communities across Africa and Asia. 

Bridge leverages in-depth teacher training and support, advanced lesson plans and wireless technology to provide pupils with a meaningful and life-changing education.

Globally, there is an education crisis. Around 263 million children and young people are not in school and the number of primary school aged children not in school is increasing. Bridge is committed to helping tackle this through a data driven, evidence based approach that delivers strong schools and a great education for all.

Bridge has been named as “One of the top 10 Employers” in Africa according to an annual survey. For more information look at the blog on the Bridge website (click here).

The Bridge Approach

Education is in crisis in many countries around the world. It is estimated that 264 million children and young people are out of school, and 330 million children are in school but  not learning. In addition, an extra 69 million teachers are needed to achieve the 2030 UN education goals.

Many education systems are plagued with inadequate materials and poor management systems, all leading to chronic teacher absenteeism and a lack of learning. Education reform  is challenging but it is urgently required if we are to prevent another generation of children missing out. So, we work in partnership with governments, NGOs and non-state actors to address the huge education imbalance between what is available and what is needed right now — we work to bridge the gap.

We believe parents have the right to choose a school for their children and we enable families to enjoy seeing their children learn, improve and flourish at Bridge schools. We locate our schools in some of the most disadvantaged communities in the world. Families in our communities can be earning just $1.90 per person a day; a level the World Bank notes is at extreme poverty. By putting learning at the centre of all we do, Bridge has become an extremely popular choice for underserved families and low-income communities.

With plans to enrol ten million students ten years from now, Bridge offers a tremendous opportunity to grow with one of the world’s most exciting and ambitious social enterprises, with leadership roles available across a number of competencies and geographies.

Tech at Bridge

Technology plays a critical role at Bridge in enabling us to provide education at massive scale and low cost – it's one of the key elements that gives us the ability to deliver what no one else can. Tech spans several key functions, from the hardware and software that our academies use to run all aspects of teaching and management, from mobile payments, to the systems that enable our country headquarters to manage massive local operations, to the data backbone that informs all of our strategic and tactical decision making. It’s a lot of custom software development and a lot of back office systems. We've got a ridiculously ambitious mission at Bridge, and it's a place where passionate technologists have a chance to directly change the world.  No kidding.

As a company where tech permeates almost every aspect of its operations and forms a key part of Bridge's ability to scale with quality, consistency, and low cost, IT at Bridge serves an integral role in ensuring that everyone at Bridge, from academy staff to executives, all have the functioning tech they need to excel at their jobs.  IT at Bridge also oversees the technical infrastructure that supports and connects all of Bridge's global offices.
Bridge is currently undergoing massive global expansion and a significant part of this transformation is transitioning to a global shared services team, where highly leveraged IT skills can support all of our regions.

About the Role

As the global IT Operations Manager, you will be a key member of the tech team. You will oversee a hybrid team of in-house and outsourced staff who provide operational and infrastructure design and support for all of our tech systems.

You will be responsible for providing high-leverage and business critical IT functions to all of our global locations, ranging from data centre administration (both on-premise and cloud), to network and security administration, global telecom, license management, IT governance, business continuity, and asset provisioning, maintaining, and tracking.  And more!

In short, you will be responsible for ensuring high-quality, cost-effective, and responsive IT systems for a large, diverse, and rapidly expanding global organisation. You will report to the global Director of IT Ops and will collaborate with regional teams in a global matrix organization to help deliver amazing learning gains to all our families.

What You Will Do

  • IT Service Management: Service Level Management, Change Management, Release Management, Incident Management, Problem Management, Knowledge Management, Operations Metrics Management and reports, IT Analytics; SLA, Employee Life Cycle; Active Directory (AD), Active Directory Federation Services (ADFS), Single Sign-On (SSO); Emergency response process; maintain and conform to various Governance requirements
  • Create, manage and maintain service desk process and ensure that standards are followed.
  • Define and develop standard IT policies and implement them with buy-in from stakeholders
  • Manage global software licenses ranging from servers to desktops (from OS to apps) to ensure high levels of compliance and cost efficiency
  • Oversee L3 support for IT operational issues
  • Establish and define appropriate hardware asset tracking systems, tools, and processes that cover the spectrum of Bridge assets, from teacher computers to support office computers.
  • Collaborate with procurement teams to define, establish, and maintain appropriate hardware catalogues supporting all our users, from teachers to executives
  • Support global software development teams on DevOps (Puppet, Docker, VPNs)
  • Oversee global data centre operations, across AWS,  and on-premise, to ensure our systems are scalable, secure, cost-effective, and cleanly organised
  • Work with regional teams to establish global telecom and MPLS solutions, to ensure high-quality connectivity within and between offices (and data centres)
  • Support regional teams on local network, firewall, and APN issues
  • Implement global PBX/E1 standards for regional and global call centres
  • Manage vendor relationships to establish high levels of service delivery across all IT Operations
  • Ensure proper governance and business continuity processes
  • Establish KPIs and work with teams to produce effective reporting metrics for key stakeholders - ensure that team deliverables are high quality and coherent
  • Recommend and advise on team structure and hiring

What You Should Have

  • 10+ years experience running an Operations function in medium to large corporations, with specialization in back-office systems including Operations, ITSM, Service Desk and infrastructure.
  • Bachelor's degree with superior academic performance
  • Work experience across servers, storage, security, backup and archive, virtualisation, data centres (public and private clouds), network, windows os, active directory services, antispam deployments, messaging
  • Good exposure and experience in Infrastructure Management Services of a medium or large sized account, and provide single point ownership for the service delivery globally.
  • Comfort as both an individual contributor and a leader who can drive the efforts of several teams
  • A keen sense of ownership, speedy execution, and scrappiness
  • A data-driven perspective, understanding the importance of reliable tracking and measurements in the context of continuous improvement
  • Experience as a project manager, capable of creating effective delivery strategies and managing priorities in a fluid and dynamic environment, including a strong ability to multi-task and take ownership of the current IT processes from the get-go.
  • Flexibility to work outside normal business hours, as well as the ability to work under broad direction and minimal supervision.
  • Knowledge of Active Directory Infrastructure, DNS/WINS/DHCP Servers, and accountable to manage global domain distributed Active Directory deployments;
  • Global network integration experience with cloud formations, integration and network design (LAN/WAN/Firewalls), IAM integration AWS services EC2, ELB, S3 etc. and Azure IDaaS, AAD, partition, load balancing and cluster environments. And demonstrated knowledge of standard IP networking technologies, switching, routing, firewalls, load balancing, DNS, DHCP, etc.
  • Experience in Service Management using ITIL, ITSM framework, Vendor and SLA Management., handling incidents, crisis management, troubleshoot techniques, root cause analysis and change management.
  • Exposure to monitoring and log analytics using tools like NewRelic and Kibana to develop and implant tools for high predictable project monitoring systems, with good experience of background in performance testing, optimization, of all core components of data centre infrastructure.
  • Extremely effective communication skills, both written and verbal, and are energised by interacting with people and building relationships.

You’re also

  • A detailed doer – You have a track record of getting things done. You’re organized and responsive. You take ownership of every idea you touch and execute it to a fine level of detail, set targets, engaging others, and doing whatever it takes to get the job done. You can multi-task dozens of such projects at once and never lose sight of the details. Likely, you have some experience in a start-up or other rapid-growth company.
  • A networking mastermind – You excel at meeting new people and turning them into advocates. You communicate in a clear, conscientious, and effective way in both written and oral speech. You can influence strangers in the course of a single conversation. Allies and colleagues will go to bat for your ideas.
  • A creative problem-solver – Growing any business from scratch comes with massive and constant challenges. On top of that, Bridge works in volatile, low-resource communities and runs on fees averaging just $6 a month per pupil. You need to be flexible and ready to get everything done effectively, quickly, and affordably with the materials at hand. Every dollar you spend is a dollar our customers, who live on less than $2 a day, will have to pay for.
  • A customer advocate – Our customers – these families living on less than $2 a day per person – never leave your mind. You know them, get them, have shared a meal with them (or would be happy to in the future). You would never shrink back from shaking a parent’s hand or picking up a crying child, no matter what the person was wearing or looked like. Every decision you make considers their customer benefit, experience, and value.
  • A life-long learner – You believe you can always do better. You welcome constructive criticism and provide it freely to others. You know you only get better tomorrow when others point out where you’ve missed things or failed today.


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