Responsibilities:
· Manage the performance of services and ensure that Service Levels are achieved for Security and Access Control Systems
· Assist to formulate ITSM policies and processes
· Management of IT and cyber incidents and notifications
· Engaging the customer and/or vendors to ensure the smooth delivery of services when required
· Communicate effectively on technical and business issues to both internal team members and customer
· Engage customer proactively and provide timely response or updates to customer, where required.
· Provide Service Performance Reports at agreed schedule
· 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 both the IT and OT systems.
· Ensure that all processes and procedures are followed
· Lead troubleshooting efforts for complex environments to identify and eliminate network or system configuration issues
· 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.
Requirements:
· At least 8 years’ experience in IT Service Management
· Preference to have experience in handling Security and Access Control Systems or related fields.
· ITIL 4 certification
· Diploma and above in IT / Software / Engineering fields
· Independent, self-driven, highly customer focused and able to work under high-pressure environment especially during emergency restoration of services
· Good communication skills, keen to learn and a team player
· Experience with contract and vendor management
· Ability to work independently, plan and provide system solution
· Ability to manage stakeholders and vendors
