QUALIFICATIONS

Bachelor’s degree in:

• Information Technology
• Computer Science
• Telecommunications
• Or another technology-related field

EXPERIENCE

• 3+ years’ experience in system testing and monitoring.

CORE RESPONSIBILITIES

• ITSM Operations Management: Lead 24x7 ITSM operations, ensuring continuous monitoring, incident management, service availability, and operational visibility across all platforms.
• Incident & Major Incident Management: Drive end-to-end incident resolution, coordinate escalations, minimize service impact, and support crisis management and RCA activities.
• Service Desk Leadership: Lead, develop, and manage Service Desk teams, ensuring optimal resource utilization, capability development, and adherence to service standards.
• Service Delivery & SLA Governance: Ensure timely resolution of incidents and requests, monitor service performance, and maintain compliance with agreed SLAs and KPIs.
• Operational Excellence & Continuous Improvement: Drive problem management, automation, proactive monitoring, and process improvements to enhance service quality and efficiency.
• Performance Reporting & Quality Assurance: Produce operational reports, monitor service metrics, conduct quality reviews, and provide actionable insights for decision-making.

COMPETENCIES

• Strong leadership and team management skills.
• Good communication and interpersonal skills.
• Team player and high level of integrity.
• Problem-solving and decision-making ability.
• Strong analytical and problem-solving skills.

• ITSM Operations Management: Lead 24x7 ITSM operations, ensuring continuous monitoring, incident management, service availability, and operational visibility across all platforms.
• Incident & Major Incident Management: Drive end-to-end incident resolution, coordinate escalations, minimize service impact, and support crisis management and RCA activities.
• Service Desk Leadership: Lead, develop, and manage Service Desk teams, ensuring optimal resource utilization, capability development, and adherence to service standards.
• Service Delivery & SLA Governance: Ensure timely resolution of incidents and requests, monitor service performance, and maintain compliance with agreed SLAs and KPIs.
• Operational Excellence & Continuous Improvement: Drive problem management, automation, proactive monitoring, and process improvements to enhance service quality and efficiency.
• Performance Reporting & Quality Assurance: Produce operational reports, monitor service metrics, conduct quality reviews, and provide actionable insights for decision-making.

• Strong leadership and team management skills.
• Good communication and interpersonal skills.
• Team player and high level of integrity.
• Problem-solving and decision-making ability.
• Strong analytical and problem-solving skills.

• Bachelor’s degree in: Information Technology, Computer Science, Telecommunications, Or another technology-related field
• 3+ years’ experience in system testing and monitoring.