Responsibilities:

Primary Contact for Customer:

• Act as the main point of contact for customer throughout the contract duration.
• Ensure effective communication and coordination with customer regarding service delivery and support.

Incident Management:

• Take up the role of the incident manager.
• Oversee the incident management process, ensuring timely resolution of incidents.
• Coordinate with relevant teams to address and resolve incidents effectively.

Yearly Appraisals:

• Conduct yearly appraisals for all support personnel, in collaboration with customer.
• Provide feedback and guidance to support personnel to enhance their performance and development.

Service Delivery Oversight:

• Oversee the delivery of IT services, ensuring they meet the agreed-upon standards and service levels.
• Monitor and report on service performance, identifying areas for improvement.

Knowledge and Expertise:

• Maintain a deep understanding of the products and services offered under the contract.
• Ensure that service delivery aligns with industry best practices and standards.

Technical Skills

• Be conversant with below technology and products
  • Firewalls - Fortigate, Palo Alto, Cisco
  • Routing, Switching - Cisco, Huawei
  • Wireless - Cisco
  • Proxy
  • IPS/IDS
  • Monitoring (Solarwinds, WUG etc)
  • Security best practices
  • Hardware replacement
  • Cabling
• Azure and/or AWS knowledge is a plus

Other Skills

• Working knowledge of Microsoft Office Applications like Outlook, Excel, Powerpoint, Visio
• Ability to work effectively under pressure and manage multiple priorities.
• Proficient in service management tools and software.

Qualifications

• Minimum 8 years of experience in large-scale Enterprise Operations Environment.
• Prior experience in managing service support of similar nature, scope, and scale.
• Proven experience in incident management and service delivery oversight.
• Possess ITIL and ITSM experience.
• Degree in Information Technology or equivalent.