Job Description

Key Responsibilities

• Manage and oversee the daily operations and maintenance of IT systems, including servers, networks, and applications, to ensure consistent high availability and reliability.
• Mentor and support junior team members by providing guidance, training, and development opportunities.
• Assist in the creation, implementation, and adherence to IT operational policies, procedures, and standards, ensuring alignment with industry best practices.
• Develop and maintain comprehensive documentation of IT systems, configurations, and processes to ensure accessibility and accuracy.
• Collaborate with internal teams and external vendors to plan and execute IT projects, including system upgrades, migrations, and deployments.
• Build and manage relationships with customers, vendors, and service providers, negotiating contracts and SLAs to optimize quality and cost-efficiency.
• Work closely with business and finance teams to oversee IT budget planning, cost control, and procurement activities.
• Act as a key escalation point for resolving advanced IT issues and incidents, providing technical support and troubleshooting expertise.
• Monitor and analyze IT operations metrics and KPIs, preparing detailed reports and presentations to drive informed decision-making.
• Share knowledge and best practices to foster the professional growth of IT operations staff and maintain a culture of continuous learning.
• Proactively monitor IT system performance and security, addressing potential risks to minimize downtime and prevent data breaches.
• Conduct periodic audits and assessments of IT infrastructure and processes, recommending and implementing improvements.
• Report daily operational updates to the team leader and actively participate in team meetings to align on goals and priorities.

Key Requirements

• Proven technical troubleshooting skills for a range of hardware and software, including routers, switches, firewalls, wireless devices, servers, PCs, mobile devices, Office applications, and PDF tools.
• Experience in incident management and the ability to handle escalated issues effectively.
• Exceptional communication skills with the ability to convey technical information clearly to non-technical stakeholders.
• Minimum of 3 years of experience in IT operations or project management within the ICT industry.
• Strong reliability and commitment to producing high-quality, consistent work.
• User-oriented mindset with a focus on delivering exceptional support and service.
• Familiarity with system administration tasks and proficiency in managing operating systems is an advantage.
• Knowledge of IT infrastructure, including networking technologies; certifications or experience with ITILv4, ServiceNow, AWS, Azure, Cisco, HP, Dell, Fortinet, Palo Alto, or SolarWinds, is a plus.
• Ability to multitask effectively in a fast-paced environment, making quick decisions and taking prompt action when required.
• Experience in supporting infrastructure technologies to ensure operational excellence.
• Proven ability to collaborate with project and operations teams, bringing a positive attitude, creativity, and technical expertise to the role.
• Experience in managing and coordinating with outsourcing vendors to meet project and operational objectives.

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