Job Details
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Job Description
PURPOSE OF ROLE:
To set department strategy and lead the team and be responsible for overall group support and provide high quality operational, maintenance and L1&L2 support for all services including products and tailored applications. Own problems (IS & AS) within the different ITIL Management process, ensuring all issues have been resolved within the agreed SLA.
Key Accountabilities:
- Build operation strategy and get buy in from group management
- Execute the strategy as per the plan set and approved by group management
- Work hand in hand with delivery team to assure smooth delivery, deployment and environment management.
- Manage the onsite and remote team and become a single escalation point for the customer
- Assure team is following the ITIL set processes to assure customer satisfaction and building comprehensive support knowledge base
- Issue all needed dashboards and status reports and discuss them with the stakeholder and customer when needed
- Assure proper monitoring for onsite and cloud environments during the service window and be proactive by solving any issues that might arise.
- Receive escalated TT, analyze the required solution and achieve solution/restore within the agreed SLA or escalate L3 tickets and support L3 teams in finding solution if needed.
- Responsible for end to end capacity planning.
- Support in providing input to infrastructure scalability
- Assure implementing and following appropriate ITIL procedures and policies (i.e. change control, security and auditing, release, configuration, problem and incident management,… etc).
- Maintain good working relationships with all internal departments.
- Engage the team proactively with delivery management in all project delivery and post project warrantee and support
Job Requirements
Education / Experience / Skills:
- At least 10 years’ experience out of which 4 years in a similar position
- ITIL Certified
- Bachelor’s degree preferable Computer science or equivalent.
- AUC or international school graduate is a plus (excellent command of English and Arabic)
- Good Knowledge in Zoho, Managed Engine or any similar service desk tool
Specific Knowledge and Business Understanding:
- Proven management skills
- Strong customer service and support focus with a desire to deliver a high quality service
- Self-motivated and highly professional with ability to take ownership and responsibility
- Ability to multi-task, work under pressure and to tight deadlines
- A desire to learn and improve team skills and knowledge
- Fast learner, energetic and enthusiastic
- Adequate development skills mainly in .Net and Share point is a plus.
