Description :

MISSION

Reporting to the Head of IT services department, the IT operations managers main mission consists of managing the day-to-day operations of the IT department, ensuring that all systems, services, and IT infrastructure (server, storage, network,) work reliably and efficiently.

RESPONSABILITIES :

- Manage IT helpdesk service requests and reported incidents and ensure all SLA metrics are met as per agreed SLA norms.

- Ensure all systems are up to date from a security standpoint and drive remediation actions.

- Have end to end management of problem process including major incidents handling until its closure and validated RCA.

- Perform IT operational tasks in scope (backup, Storage, network setup, Active Directory account etc.)

- Assist IT Governance and Compliance as per local and global regulation.

- Manage team workload, shifts/rosters, and availability on a 12 x 7 basis.

- Report performance metrics, dashboards, monthly updates and issue progress to all relevant stakeholders and IT leaders as and when required.

- Develop and maintain IT operational procedures, Sows, policies, KB and other documentation.

- Drive and contribute to global projects as and when required.

- Responsible for managing training and development of the team.

- Be responsible for overall direction, coordination, and evaluation of the team to achieve agreed goals

- Establish SMART goals, KPIs, customer satisfaction scores, time to respond and resolve, while improving quality and efficiency scores.

- Iterate and improve upon best-in-class customer service experiences, processes, and policies. Maintain an approach of continuous improvement, refining incident response time over customer communication channels, improving the way the support team utilizes all support tools and features.

- Support and maintain high morale among the team.

- Supervise the day-to-day operations of end user team and be responsible for hiring, scheduling, formal training, informal coaching, career development and performance management.

- Contribute to business improvement initiatives at the discretion of senior leadership.

- Define and maintain IT EUS budget and enforce optimization of resources

- Manage IT purchase /Procurement in accordance with finance processes.

- Communicate effectively with Vendors/Partners and business functions for timely deliveries

- Maintain good connect with Business leadership teams and

- Troubleshoot the Escalated call from L1/L2 desktop Engineers related to end user hardware and software for various site offices

- Maintain a safe and secure work environment.

- Verify application results by conducting system audits of technologies implemented

- Maintains quality service by establishing and enforcing organization standards.

- Enable and support end-to-end deployment of new office setups.

QUALIFICATION :

EDUCATION :

- Graduate or Master degree in Computer Science or related fields.

EXPERIENCE :

- 10+ years of experience with 3-5 years at minimum in similar position

TECHNICAL SKILLS :

- Active Directory, Microsoft Entra ID

- Microsoft 365 technologies

- Windows and Linux systems

- Knowledge in IT security and

- VMWare, Backup and Storage,

- Fortinet , Aruba

- ITIL certification

- Any technical certification like MCSE, Azure etc. will be a plus.

SOFT SKILLS :

- Strong communication skills

- Service and action oriented