Controlled Document:Role/IT Operations Manager

Responsibilities

• Coordinate daily IT operations and support activities
• Maintain IT infrastructure, systems, and applications
• Manage user accounts, access rights, and IT assets
• Plan and execute patching, updates, and backups
• Handle IT incidents and problems and ensure timely resolution
• Implement changes according to the change management process
• Document IT procedures, configurations, and incidents
• Support the Head of IT in information security measures

Authorities

Decision / Action	Scope or limit	Escalate to
Approve standard access requests	Standard roles and systems	Head of IT
Approve emergency changes	Defined emergency cases	Head of IT
Approve IT purchases	Up to 3,000 EUR	Head of IT
Prioritize support tickets	All incoming tickets	Head of IT

Competencies

Competency	Required level	Evidence (training, certificate, experience)
System and network administration	Advanced	IT vocational training or degree; 5+ years of experience
Incident and service management	Advanced	ITIL Foundation or equivalent
Information security basics	Intermediate	Security awareness training
Backup and recovery	Advanced	Documented restore tests