It Operation Manager

Qualifications :

1. Minimum 5 years experiences as an Operation Manager for Support and Maintenance Projects

2. Experience in customer service is essential, as is several years’ experience in a 1st or 2nd line IT support

3. Excellent software knowledge, including: Microsoft products, MS SQL, Exchange, and Apple iOS system

4. Excellent knowledge of IT services methodology such as ITIL, ITSM and others methodology (ITIL or ITSM Certificate will be an advantage)

5. Proficiency in Internet Languages, i.e., PHP, Linux, Apache, MySQL, and others

Jobdesc :

1. Measure service satisfaction levels and resolving system and application issues with the team to meet the SLA as per project contract

2. Managing and upholding the troubleshooting escalation process

3. Resolving system and application issues with the team to meet the SLA

4. Assisting with IT equipment sourcing and budgeting

5. Occasionally working with third parties to rectify issues

6. Identifying gaps in the support process and amending it accordingly

7. Effectively delegate any maintenance issues to be resolved on each shift and small projects to the right skills in the team, planning and managing

8. Adhere to daily and weekly checks to ensure smooth operation of site

9. Develop a Planned Preventative Maintenance (PPM) schedule, ensure full preventative maintenance is carried out, plan in missed maintenance activities, and lead the team to deliver effectively