Requirements:
- Minimum 3 years experience in IT Operations/Service Delivery
- Degree/Diploma in Computer Science/IT or equivalent
- Strong understanding of system and network operations standards and knowledge.
- ITIL Certificate is preferred
- Good communication, writing, and presentation skills
Job Description
- Oversee the delivery of shared IT services to stakeholders, ensuring adherence to SLAs and customer satisfaction targets.
- Manage a service desk responsible for coordinating and tracking progress on Service Requests, System Changes, and Enhancements from various stakeholders.
- Collaborate with maintenance contractors to handle IT service requests, changes, and incidents related to Data Centre Operations, Technical Services, and IT Infrastructure.
- Implement proper service management techniques to address customer requirements, utilizing best practices and processes, including timely reporting to stakeholders.
- Maintain operational certification standards and participate in IT audits and assessments.
- Support Business Continuity and IT Disaster Recovery activities and planning.
- Monitor IT operational risks, system performance, and availability, addressing issues as they arise.
- Supervise lifecycle maintenance activities for hardware and software, including preventive maintenance and product lifespan management.
- Assist in managing operating expenses related to IT resources and services.
- Evaluate and propose procedures, processes, and policies to improve data center operations and service delivery to stakeholders.
