Responsibilities:
- Service Delivery Oversight:
o Oversee the delivery of IT services, ensuring they meet the agreed-upon standards and service levels.
o Monitor and report on service performance, identifying areas for improvement. - Primary Contact for Customer:
o Act as the main point of contact for customer throughout the contract duration.
o Ensure effective communication and coordination with customer regarding service delivery and support. - Incident Management:
o Take up the role of the incident manager.
o Oversee the incident management process, ensuring timely resolution of incidents.
o Coordinate with relevant teams to address and resolve incidents effectively. - Knowledge and Expertise:
o Maintain a deep understanding of the products and services offered under the contract.
o Ensure that service delivery aligns with industry best practices and standards.
Qualifications:
- Degree in Information Technology or equivalent with minimum 8 years of experience in large-scale Enterprise Operations Environment.
- Prior experience in managing service support of similar nature, scope, and scale.
- Proven experience in incident management and service delivery oversight.
- Possess ITIL and ITSM experience.
- Technical Skills:
o Firewalls – Fortigate, Palo Alto, Cisco
o Routing, Switching – Cisco, Huawei
o Wireless - Cisco
o Proxy
o IPS/IDS
o Monitoring (Solarwinds, WUG etc)
o Security best practices
o Hardware replacement
o Cabling
o Azure and/or AWS knowledge is a plus - Equipped with leadership and team management skills.
- Excellent communication and interpersonal skills.
• Proficient in service management tools and software.
