Job Description :
Job description:
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