Senior Network Security Engineer

Position Summary:

IT Infra, Operation, ITSM Lead

He/she can work with flexible sift according to different time zone based on organisation need. Responsible for co-developing the vision and strategy of the product by collaborating with Product Managers, product owners, architects, R&D leadership. He/she develops and communicates the strategic direction for the software teams. He/she collaborates with user experience team to define intuitive user experience to our users. He/she collaborates with R&D stakeholders to define the non-functional roadmap for the product.

Duties and Responsibilities:

• Lead a team of IT support technicians and engineers, providing guidance, mentorship, and support to ensure the timely resolution of technical issues and adherence to service level agreements (SLAs).
• Implement and maintain IT service management best practices, including incident management, problem management, change management, and service request management processes.
• Develop and maintain ITSM documentation, including standard operating procedures (SOPs), knowledge base articles, and system documentation.
• Collaborate with cross-functional teams to identify and implement improvements to our IT infrastructure, including hardware, software, networks, and security systems.
• Monitor the performance and availability of IT systems and infrastructure components, proactively identifying and addressing potential issues to minimize downtime and ensure business continuity.
• Manage relationships with third-party vendors and service providers, ensuring compliance with contracts and SLAs and resolving any issues or escalations in a timely manner.
• Stay current with industry trends and best practices in ITSM and infrastructure management, recommending and implementing new technologies and processes to enhance efficiency and effectiveness.
• Manage/Develop & Deliver all Software/Tool/ technology and IT Infra Projects as per business needs