IT Operations Manager
Monday, 14 June 2021
IT/Computer - IT/Computer Management
Take responsibility of the service desk and call escalations. Analyse and identify helpdesk trends and implement solutions to reduce common high incidents. Be the escalation point between the business and the service desk. Manage procurement of end user desktop and peripheral needs, controlling costs. Collect local business needs and present the needs to the IT steering committee. Ensure that all day to day operational activities are carried out in a timely and reliably. Reduce lead times and ensure ticket closure within SLA targets. Manage and train level 1 support staff and IT procurement. Manage area budget, application contracts, validate, track costs. Develop, Measure and monitor department operational performance metrics. Develop, implement, and maintain application operational handbooks and share with the helpdesk and infrastructure team. Manage and implement local and zone projects as required. Work with teams at affiliate, cluster, and zone level. Define scope, manage, and implement zone projects / audit recommendations. Test Disaster recovery & Backup recovery.
• Degree in IT Technology
• 5+ years’ operations, project, and service desk management experience
• ITIL certification
• Knowledge on multiple technologies such as Microsoft, Networking, Google, ERP, VMWare, Database, etc.
• Excellent documentation and key experience on processes and service improvements
• Experience in delivering high customer satisfaction