IT Operations Manager, Asia Pacific

NEP is Australia’s leading provider of outsourced television production services.

We are always looking for great people to join our team; people with a passion for people and teamwork helping us deliver exceptional results for our clients.

NEP Australia is currently looking for an IT Operations Manager, Asia Pacific based at our Eveleigh office. The role is hybrid and working hours are primarily Monday to Friday business hours with some after-hours support/system upgrades required.

The IT Operations Manager, Asia Pacific is responsible for leading IT operations and service delivery across Asia Pacific, including support, systems administration, infrastructure operations and end-user services. The role is accountable for end-to-end IT incident management, operational service performance and continual improvement, and for ensuring the IT needs of business units across the region are delivered in alignment with NEP Group global IT strategy, architecture, security standards, policies and platforms.

Lead the Asia Pacific IT Operations function, including support and systems administration, with accountability for day-to-day IT service delivery, infrastructure operations, end-user support and team performance.

Ensure IT services and operations across Asia Pacific are aligned with NEP Group global IT strategy, architecture, security standards, policies, platforms and roadmaps, while representing and coordinating the requirements of business units across the region.

Own end-to-end IT incident and major incident management across Asia Pacific, including identification, logging, triage, prioritisation, escalation, technical and vendor coordination, stakeholder communication, service restoration, resolution, closure and post-incident review.

Lead service delivery across Asia Pacific, including request fulfilment, operational support, service performance monitoring, reporting and continual improvement, with a focus on meeting business and operational requirements.

Drive problem and change management practices, including root-cause analysis of recurring or high-impact issues, corrective and preventative actions, and the planning, risk assessment, communication, testing and documentation of operational changes.

Manage and coordinate key technology vendors and service providers, including operational escalations, service performance and delivery against agreed commitments.

Manage regional IT projects and the transition of new or changed systems and services into production in conjunction with NEP Group global IT teams and Asia Pacific business units, ensuring solutions are secure, supportable and aligned with global standards.

Provide technical leadership and oversight across infrastructure, networking, operating systems, applications and end-user computing, including lifecycle management, upgrades, patching, refresh planning and remediation of end-of-life or unsupported technologies.

Implement and maintain information security controls in accordance with NEP Group global standards, including vulnerability remediation, security tooling, access controls, patching and systems hardening.

Ensure critical systems are appropriately monitored, backed up and recoverable, and develop, maintain and regularly test disaster recovery and technology continuity arrangements.

Maintain accurate operational and technical documentation, including process maps, infrastructure diagrams, support procedures, configuration standards and knowledge articles, and support user communications and training for new or changed services.

Oversee the accuracy and lifecycle of IT asset and configuration information for supported infrastructure and end-user technology across Asia Pacific.

Build effective working relationships with business units, global IT teams, vendors and external service providers, and communicate service risks, priorities, performance and improvement actions to relevant stakeholders.

At least 8-10 years’ experience in IT operations, infrastructure and service delivery, including experience supporting complex, distributed or multi-site environments; a combination of education and experience will be considered.

Demonstrated people leadership experience, including leading service desk and technical infrastructure or systems administration functions.

Strong working knowledge of IT service management practices, including incident, major incident, request, problem and change management. ITIL certification or equivalent experience is highly regarded.

Demonstrated experience leading incident and major incident resolution, including coordinating internal teams, global support functions and external vendors and communicating effectively with business stakeholders.

Comprehensive knowledge of enterprise infrastructure technologies, including networking, identity, virtualisation, storage, end-user computing, backup/recovery, security and systems management platforms.

Strong infrastructure, networking and systems troubleshooting capability, with the ability to provide technical leadership and make sound operational decisions.

Experience working across regional and global IT teams, with the ability to balance local business requirements with enterprise standards, governance and strategic direction.

Strong customer service, stakeholder management, written and verbal communication skills, including the ability to communicate clearly during high-impact incidents.

Ability to establish priorities, exercise sound judgement and drive outcomes independently in a fast-paced operational environment, with strong organisation and attention to detail.

Relevant industry certifications such as Microsoft, Cisco, ISC2, CompTIA or equivalent are highly regarded.

Salary continuance insurance

NEP Days – additional 5 days of leave per year (conditions apply)

NEP Travel benefits & discounts including Qantas Club Membership

Discounts through Employment Hero Work app

Employee Assistance Program

Parking on site (subject to availability)

If you feel you have the right match of skills for this position submit your application today!

You must have the right to live and work in Australia to apply for this job.

Only shortlisted candidates will be contacted.

At NEP, we are committed to employing individuals who align with Our Values and meet the requirements of the role. As part of the recruitment process, there are several checks which may be conducted to demonstrate applicants' suitability for a role including police / criminal background checks, right to work checks, and reference checks.

NEP is the largest media technology partner for content producers of live sports, entertainment, and corporate events globally. For more than 35 years, NEP has been delivering innovative products and services that enable clients to make, manage and show the world their content—anywhere, anytime, on any platform.

As a trusted partner working on some of the largest productions in the world, NEP offers a complete set of end-to-end solutions, from content capture to distribution—including a growing portfolio of transformational cloud-based, software-based and virtualized technologies.

• NEP’s Live Production solutions range from AV services and live audience enhancements to traditional outside broadcast and cutting-edge centralized and cloud production.

• NEP’s Virtual Production solutions start at the creative stage and end with exceptional execution across ICVFX, augmented reality, LED stages and more.

• NEP’s Media Processing solutions provide the tools and products our clients need to ingest, edit, store, search, manage and distribute their digital assets to rights holders across multiple platforms.

Headquartered in the United States, NEP has operations in 25 countries with over 4,000+ employees. Together, NEP has supported productions in over 100 countries on all seven continents and is still growing. Clients range from the leaders in sport, music, film and TV, to major corporate brands, agencies, to new content owners and creators all around the world.

Anywhere, anytime, on any platform—we help our clients make, manage, and show the world their content.