JD for Project Manager
Responsibilities
- Manage the performance of services and ensure that Service Levels are achieved.
- Engage the customer and/or vendors to ensure the smooth delivery of services.
- Communicate effectively on technical and business issues to both internal team members and customer, must be able to explain complex technical issues in a way that non-technical personnel may understand.
- Engage customer proactively and provide timely response or updates to customer, where required.
- Provide Service Performance Reports at agreedschedule.
- Oversee and control the efficiency of the Systems Operations.
- Plan and execute operations and new projects.
- Lead and mentor a team of engineers in the operations and support of the System (e.g. managing task assignments, ensuring quality of work).
- Ensure that all processes and procedures are followed.
- Perform staff performance review and career development planning for subordinates.
- Able to lead troubleshooting efforts for complex environments to identify and eliminate network or system configuration issues.
- Able to lead the troubleshooting and performing of root causes failure analysis for infrastructures issues.
- Accountable and manage change management, patch management and configuration management for system operations.
- Handle and manage major incidents and ensure that incidents are closed within SLA. Provide Tier 2 & 3 technical support for customer
Requirements
- Degree in IT or relevant discipline with preferably 5 years of IT Managed Services Service Delivery experience
- IT Service Management, ITIL Practitioner or ITIL Foundation is desired
- Strong people management, and communication skills
- Technically inclined
