Responsibilities
Manage our support engineer team to provide first class support to managed service customers.
Manage the team and individual performance, technical and skills developments.
Setup, manage and improve standards and procedures within the team.
Encourage open communication between team members, suggesting and driving forward ideas.
Review daily priorities and take appropriate action to ensure results and achieved.
Ensure high quality, up-to-date documentation exists for all service arrangements .
Requirements
30 to 40 years old.
Bachelor degree in Information Technology.
Have Professional Certificate: ITIL
Previous experience leading and developing a service IT support team in a managed service environment.
Experience and skill in IT security such as Endpoint Protection, Firewall and Web Gateway platform
Experience in an Internet Service Provider or Managed Service business.
Strong Expertise in Enterprise IT Operations – HW/SW Life Cycle Management, Operational Monitoring & Alerting, Capacity Management, High Availability solutions, Operational Health Checks, IT Automation and Self-healing.
Follow up on and take responsibility for unresolved issues or escalations.
Experience of driving change initiatives in a service environment.
Experienced and conversant in Service Level Agreements and Operational Schedules.
Able to develop effective relationships internally at a variety of levels and work closely with others departments.
Able to work on own initiative to develop the team.
General technical understanding of Networking and System technologies and solutions.
Information Systems or Network Engineering/ Security, Operations experience.