Location: Lahore
Summary:
Senior Manager IT Operations is responsible for L1 and L2 IT operations and management of L1 and L2 resources.
Responsibilities:
- Experience of providing remote support to users spread over different geographies.
- Prepare and review all service level and operational metrics and KPI scorecards for service delivery
- Design, maintain, and implement all IT processes according to operational policies
- Ensure smooth running of enterprise infrastructure services
- Ensure continuous monitoring of IT systems
- Ensure tracking and resolution of reported issues within agreed timelines
- Should be able to handle and manage escalations.
- Continuously work with other stakeholders to further improve the operational processes
- Provide support and guidance to stakeholders via helpdesk
- Periodically, present the operational performance of the IT systems to the management
- Advanced-level technical certification will be a plus
- Familiar with ITIL frameworks
Requirements:
- 12-15 years of experience with at least 5 years in a team management role
- Good technical knowledge and hands on experience on O365 services.
- Good technical knowledge around virtualization and server technologies.
- The candidate must be able to multitask, handle changing priorities and work independently in a fast-changing environment.
- Knowledge & experience in Proactive incident management will be desirable.
- Demonstrable experience hiring, retaining, and leading the talent.
- Strong analytical and reporting skills.
- Excellent English communication skills
- Leadership and organizational skills
- Qualifications: Graduation in the field of IT is mandatory.
- Willing to work in US time zone.
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