Overview
Skills
Job Details
Minimum 5 Years of Experience in IT Operations and Leadership Role
· Total of 10+ IT experience
· Good understanding of support processes and ability to manage and develop a team
· Experience in managing a team of Field Support engineers, IT Support engineers
· Experience on Vendor service management
· Excellent communication and co-operation skills
· Proactive and independent ways of working
· Fluent oral and written English
· ITIL knowledge, certificate is considered an advantage
· Good interpersonal skills and customer-oriented mindset
· Should be able to understand the IT Infrastructure, IT Change Management, Understanding of Network and Servers
· Should be able to work on Microsoft Office tools
Roles & Responsibilities:
· Provide IT operational expertise leveraging 1) global industry standards (e.g.: ITIL) and 2) ensuring Customer’s standards are followed
· Monitors service delivery performance and compliance with high focus on Employee Experience
· Has a deep understanding of:
o The Site: Infrastructure, IT Challenges, Network Layout, Critical Business Processes
o The Services: Who deliver What, Key Contacts
o The Employees: Type, Needs and Challenges
· Able to execute changes/IMACs along with the larger IT team
Applies a blend of subject matter, Customer environment and leadership expertise to solve simple and complex business IT operations issues
· Travel to sites in the cluster
· Work with the field services tech, field services site lead and off shore/onshore various technology teams to achieve end user wow experience