Do you have experience managing an IT command center? We are seeking an ideal candidate who will manage the nerve center of a Telco IT infrastructure, ensuring smooth operation and swift resolution to any technical issues. The ideal candidate will have a wealth of experience leading a team of IT professionals, overseeing critical tasks like IT incident management, coordinating the response to IT emergencies, monitoring core infrastructure services and ensuring service uptime. The candidate will be responsible for overseeing the day-to-day operations of an IT service desk, which acts as the first point of contact for users experiencing technical issues. They are accountable for ensuring that users receive efficient and timely support.
Responsibilities
- Manage a team of IT professionals in both Service desk and Data center first line support.
- Manage team performance and ensure adherence to service level agreements (SLAs).
- Coordinate the monitoring of IT systems and networks for performance and security issues.
- Coordinate the diagnosis and resolution of IT incidents and response to IT emergencies.
- Develop, implement and review IT Command center policies and procedures.
- Track and report on IT service levels.
- Analyze data and reports to identify trends and areas for improvement.
- Manage technologies and provide administrative assistance for various systems.
- Understand various IT troubleshooting and provide technical support.
- Maintain knowledge base and resolution procedures
- Control and monitor data, network access and backup systems.
- Negotiate and communicate with third-party software providers for new software’s and troubleshooting.
- Build relationships with key stakeholders across the organization.
Qualifications
- Bachelor’s degree in computer science or relevant field.
- 5+ years of experience in IT operations or service desk management
- Hands-on knowledge and application of ITIL processes.
- Experience working in an IT section of Telecommunications company.
- Experience in information technology space and solving various software and hardware problems.
- Strong IT reporting skills
- Strong technical problem solving and communication skills.
- Proven leadership and supervisory skills.
- Excellent communication, problem-solving, and decision-making abilities
- Strong ability to work under pressure and prioritize tasks in a fast-paced environment