IT Operations Manager

We are looking for an IT Operations Manager who will lead the end-to-end IT operations of HayPass, ensuring that all infrastructure, applications, databases, and support systems function securely, efficiently, and in full compliance with international standards.
This role involves managing a multidisciplinary technical team, including:

IT Network Administrators
IT Infrastructure Administrators
IT Application Administrators
Database Administrators
IT Support Technicians

The IT Manager serves as the technical and operational bridge between the HayPass management, government stakeholders & technology partners, ensuring that IT operations and services underpin the reliability and trustworthiness of the national ID ecosystem.

HayPass is the company which entered into public private partnership with the Armenian Government to implement the new biometric ID management infrastructure and ID card project.

HayPass will then operate the infrastructure and deliver ID Services to the Citizen of Armenia (on

behalf of the Ministry of Internal Affairs) for the next 11 years.

Primary Responsibilities

1. IT Leadership & Team Management

Lead, mentor, and evaluate the IT operations team, ensuring alignment with organizational goals and service-level objectives.
Establish operational standards, performance KPIs, and reporting frameworks across network, infrastructure, applications, database, and support domains.
Coordinate cross-functional collaboration between IT and other departments, as well as with external vendors, government counterparts, and integrators.
Drive a culture of accountability, security awareness, and continuous improvement.

2. IT Infrastructure & Operations

Oversee the deployment, configuration, and lifecycle management of all IT systems (on-premises and virtualized).
Ensure continuous availability and performance of the national biometric ID infrastructure, data centers, and production systems.
Manage patching, backups, failover testing, and disaster recovery in line with policy and SLA requirements.
Supervise infrastructure modernization initiatives, capacity planning, and technology upgrades.

3. Security, Risk, & Compliance

Implement and enforce IT & security policies in accordance with ISO/IEC 27001, GDPR, and national data protection standards.
Ensure audit readiness, maintain configuration baselines, and coordinate vulnerability assessments.
Liaise with the Ministry of Internal Affairs and external auditors to ensure compliance with PPP obligations and information security requirements.

4. Applications & Database Management

Oversee the performance and availability of core applications, middleware, and databases (Oracle, PostgreSQL, SQL Server).
Ensure alignment between application operations, database management, and infrastructure resources.
Support the deployment of updates, patches, and version control under defined change management procedures.
Coordinate with the DBA and Application Admin to maintain data integrity and operational efficiency.

5. Network & Connectivity

Supervise the design, monitoring, and optimization of the enterprise network, ensuring secure and redundant connectivity across all assets and sites.
Ensure effective implementation of firewall, VPN, load balancing, and network segmentation policies.
Maintain relationships with network vendors and ISPs to guarantee resilience and performance.

6. IT Service Management & Support

Oversee the IT service desk and user support operations to maintain high service quality and response times.
Establish ITIL-based processes for incident, problem, and change management.
Ensure that IT documentation, standard operating procedures (SOPs), and inventory records are kept accurate and up to date.

7. Strategic Planning & Governance

Participate in technology planning, architecture reviews, and digital transformation initiatives aligned with the PPP’s 11-year roadmap.
Recommend and implement emerging technologies to enhance operational efficiency and security posture.
Define and maintain the IT DRP and BCP aspects for IT systems and resources
Coordinate and document DR tests (failover, restore, alternate site if available).
Support the COO developing and managing IT budgets, procurement plans, and lifecycle cost projections

Required Skills & Qualifications

Bachelor’s or Master’s degree in Computer Science, Information Technology, Systems Engineering, or a related field.
10+ years of progressive IT experience, including 5+ years in a managerial or senior technical leadership role.
Proven experience managing IT teams across infrastructure, applications, and security domains.
Solid understanding of IT governance, compliance, and audit frameworks (ISO 27001, ITIL, GDPR).
Demonstrated expertise in virtualization (VMware/Hyper-V), enterprise networking, database systems, and server administration (Windows/Linux).
Understanding of cryptography basics, certificates, PKI, secure key management would be a big plus.

Preferred Certifications

ITIL v4 Foundation or higher
ISO 27001 Lead Implementer or equivalent
VMware Certified Professional (VCP)
Microsoft Certified Solutions Expert (MCSE)
Cisco Certified Network Professional (CCNP)
Oracle or PostgreSQL DBA Certification (awareness level acceptable)

Core Competencies

Leadership and team coordination
Strategic thinking and operational discipline
Security awareness and risk management
Strong analytical and troubleshooting capabilities
Excellent written and verbal communication (English & Armenian)
Vendor management and stakeholder communication
Results-driven, proactive, and adaptable
Service Oriented culture