Find a job, a company, or an NGO Key Responsibilities
- Manage day-to-day delivery of IT services.
- Coordinate with teams responsible for servers, Applications, Security networks, cloud, helpdesk, and IT support.
- Monitor SLA and KPI performance and ensure service targets are achieved.
- Act as the main contact for business users regarding service issues.
- Coordinate and follow up on incidents, problems, and service requests.
- Support the management of major incidents and escalations.
- Coordinate changes and ensure they are properly planned and implemented.
- Work with external vendors and monitor their service performance.
- Prepare regular service reports and performance updates for management.
- Identify areas for improving service quality, performance, and efficiency.
- Ensure IT services follow established ITIL and service management processes.
- Support projects and ensure new services are properly handed over to the operations team.
- Maintain good communication with technical teams, management, vendors, and business stakeholders.
- Familiar with NOC, SOC, MSP
Requirements
- Bachelor's degree in IT, Computer related field.
- 5+ years of IT experience.
- Good understanding of IT operations.
- Experience managing NOC, SOC, Helpdesk, ITIL, SLA, KPI, incidents, problems, and changes.
