Operations Manager (Digital)

HIGH DemandLOW AI Risk· Rs.120k+ /mo

About This Role

Ensures the smooth day-to-day operations of technology-driven businesses.

A Day in the Life

Lead the operational management of digital products, platforms, or technology-enabled service delivery — ensuring uptime, process efficiency, data quality, and cross-team coordination in a tech-first environment.

Monitor digital platform uptime, incident queues, and SLA performance dashboards
Coordinate with Engineering, Product, and Customer Success to resolve operational blockers
Define and refine operational workflows for digital service delivery
Manage vendor SLAs for cloud infrastructure, third-party APIs, and outsourced support
Analyse operational data to identify cost, capacity, and efficiency opportunities
Build and maintain runbooks, escalation paths, and incident response playbooks
Report on operational health metrics to senior leadership
Lead tooling and automation initiatives to reduce manual operational toil

Work Environment

HYBRIDTeam: MEDIUMCASUALRemote: MEDIUM

Tech companies, digital banks, fintech startups, e-commerce platforms, and the digital arms of large conglomerates. In Sri Lanka, Digital Operations Managers are most common in companies like Dialog (Digital), BOC / Sampath Bank (digital banking arms), PickMe, WSO2, and BPO firms running digital service lines. The role sits at the intersection of traditional ops and technology.

Skills Required

Technical Skills

Digital platform operations and incident managementSLA management and vendor governanceOperational data analysis and KPI reportingCloud infrastructure concepts (AWS, Azure, GCP)ITSM frameworks (ITIL)Process automation and workflow toolingAgile and DevOps operational awarenessData dashboards and operational BI

Soft Skills

Bridging technical and business stakeholdersCalm, structured incident response under pressureCross-functional coordination and relationship managementAnalytical thinking and data-driven decision makingAdaptability in fast-changing digital environmentsClear written communication for runbooks and reports

Tools & Software

Jira / ServiceNow (incident and ticket management)Datadog / New Relic / Grafana (platform monitoring)Confluence (documentation and runbooks)Slack / Microsoft Teams (incident coordination)Looker / Power BI (operational dashboards)AWS / Azure / GCP consoles (infrastructure awareness)Postman (API monitoring)

Risks & Challenges

AI / Automation Risk

LOW

LONG TERM

Burnout Risk

MEDIUM

Job Security (SL)

HIGH