The role is to ensure the delivery of efficient IT infrastructure and end user support services in alignment with the business objectives.


Main Duties and Responsibilities

• Lead, manage, and oversee the day-to-day operations.
• Support infrastructure architecture, resource planning, and system performance.
• Ensure IT requests and services are resolved in a timely and efficient manner.
• Provide application support, responding promptly and professionally to user inquiries and requests for assistance.
• Diagnose and troubleshoot technical issues, related to network, Application Services, EUS environment.
• Escalate unresolved issues to appropriate internal teams or external vendors as needed.
• Record system incident events, including causes and resolutions, and prepare incident reports.
• Review and enhance processes, guidelines to ensure smooth and sustainable operations.
• Document and track all support requests and resolutions in a ticketing system.
• Manage day-to-day team operations, including task assignments, setting priorities, and coordinating team members' efforts to ensure efficient and effective support delivery.
• Evaluate the performance of individual team members and provide coaching and feedback to help them improve.
• Monitor and manage SLAs, ensuring that support requests and incidents are resolved within established timelines.
• Participate in infrastructure deployment projects, such as installation, configuration, and testing of new hardware, software, or network components.
• Handle team-related administrative tasks, such as scheduling team shifts and resource allocation.

• Bachelor’s degree in computer science, Information Technology, or related field.
  
• Minimum of 5 years of experience in IT infrastructure management, with at least 2 years in a leadership or supervisory role.
  
• Relevant industry certifications, such as MSCE, CCNA,CCNP or equivalent, are a plus.
• Strong technical expertise in infrastructure architecture, system performance management, and troubleshooting.
  
• Solid understanding of operating systems, and network configuration.
• Excellent communication and interpersonal skills, with the ability to interact effectively with clients, team members, and vendors.
• Proven leadership abilities, including the ability to motivate and mentor team members.
• Strong documentation, organizational skills, and attention to detail.
• Ability to work independently and collaboratively in a remote team environment.
• Experience with managing more than 500 endpoint devices.
• ITIL certified in IT Service Management or Service Delivery
• Good understanding of IT service Management workflow (e.g., Service Now)