About the Role
NEC Darwin is seeking a Technical Operations Manager to lead our System Engineering and Architectural team in delivering high-quality operational and project-based services for government clients. In this role, you will oversee the management of Windows servers, databases, and critical Microsoft server products such as Exchange and Active Directory.
Additionally, you will be responsible for providing architectural direction, detailed reporting for informed decision-making, and ensuring high availability of ICT infrastructure. Your leadership will ensure that service levels are met, operational processes are effective, and customer satisfaction remains a top priority.
Key Accountabilities
1. Lead proactive system monitoring, alert/event response, maintenance, and patching activities.
2. Oversee major incident response, ensuring customers receive timely, professional updates.
3. Manage daily team performance against service levels and service centre metrics.
4. Drive problem management and act as the escalation point for high‑priority issues.
5. Ensure accurate documentation across incidents, requests, problems, assets, and configurations.
6. Work with SMEs to define technical direction and best practices.
7. Generate management reports with accurate and relevant data on a regular and ad-hoc basis.
8. Manage HR activities, including performance reviews, development planning, and coaching.
9. Oversee hiring, onboarding, and offboarding processes.
10. Partner with Service and