Job Summary
The role involves leading, mentoring, and nurturing a team of engineers ranging from L1 to L3, while managing daily service operations and handling escalations. The focus is on enhancing operational effectiveness through the implementation of ITIL principles, automation techniques, and AI-driven initiatives aimed at elevating service delivery and customer satisfaction.
Responsibilities
- Lead the engineering team at various levels (L1-L3) to ensure high-quality support and service delivery.
- Oversee daily operations and manage escalations effectively.
- Promote and drive operational excellence using ITIL methodologies.
- Implement automation solutions to streamline processes and improve efficiency.
- Encourage the use of AI initiatives to enhance overall service delivery.
- Foster a culture of continuous improvement within the team.
Qualifications
- Minimum of 7 years of experience in IT infrastructure or managed services.
- At least 3 years of experience in a technical leadership position.
- Extensive knowledge of Microsoft cloud technologies and networking.
- Familiarity with PSA/ITSM platforms is essential.
- Strong leadership and coaching skills to develop team capabilities.
