Roles & Responsibilities Key Responsibilities
- Lead and manage a team of engineers responsible for network operations and managed services.
- Ensure service delivery performance meets contractual SLAs and customer expectations.
- Drive continuous improvement through automation, cloud adoption, and process optimization.
- Act as the main escalation point for major incidents and coordinate 24x7 response and recovery efforts.
- Oversee change management, incident management, and problem management processes in accordance with ITIL best practices.
- Prepare and present performance and operational reports using Power BI and ServiceNow.
- Collaborate closely with internal teams and stakeholders to enhance service quality and operational efficiency.
- Conduct regular service reviews and manage client communication on performance, issues, and improvement plans.
- Manage staffing, training, and performance reviews for the engineering team.
Requirements
- Minimum 5 years of IT operations/service delivery experience, including 2+ years in a leadership or managerial role.
- Strong background in network infrastructure, managed services, and operational management.
- Proven experience managing teams supporting 24x7 operations.
- ITIL Certification is mandatory.
- Experience with ServiceNow, Power BI, and automation tools.
- Knowledge of cloud technologies (Azure, AWS, or GCP) is highly preferred.
- Excellent communication, leadership, and stakeholder management skills.
- Strong analytical and problem-solving abilities.
Please send your detailed resume in MS Word format to with
- Education Level
- Working experiences
- Each employment background
- Reason for leaving each employment
- Last drawn salary
- Expected salary
- Date of availability
Tell employers what skills you have Management Skills
Managed Services
Leadership
Azure
Change Management
Automation Tools
Risk Management
MS Word
Network Architecture
Project Management
Problem Management
Process Optimization
ITIL
ServiceNow
Stakeholder Management
Disaster Recovery
Power BI
Incident Management
Service Delivery
Firewalls