Operations TL

Responsibilities:

• Monitoring and managing desktop support, and VIP support functions to ensure optimal service.

• Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary.

• Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews.

• Manage installations, upgrades and configurations of hardware and software

• Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery • Resolve issues escalated by technicians and engineers.

• Ensure data is handled, transferred or processed according to legal and company guidelines.

• Provide support and guidance to stakeholders. • Control costs and budgets regarding IT systems.

• Developing a deep understanding of projects to gain insights into the scope of service delivery.

• Taking accountability for service delivery performance, meeting customer expectations, and driving future demand.

• Analyzing third-party as well as internal processes, and creating strategies for service delivery optimization.

• Develop IT policies and practices.

Performance and Quality Management :

• Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades.

• Providing accurate and regular reports to the management on performance of the service delivery.

• Leading personnel management, including staff recruitment, performance assessment, training, and mentoring.

• Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments.

Requirements:

• Proven experience as IT Operations/Service delivery

• Experience with system installation, configuration and analysis.

• Knowledge of Desktop, Servers ,networks and cloud computing • Knowledge of data protection operations and legislation (e.g. GDPR).

• Leadership and organizational skills.

• Ability to manage multiple projects.

• Outstanding communication skills

• Problem-solving aptitude.

• BSc/B-tech in Computer Science, IT or relevant field. ( Mandatory)

Note; 4 + years experienced candidates are preferred.

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