ABOUT THE ROLE & TEAM:  

 

As Manager Service Operations your main responsibility is to ensure our company competitive strength and business growth through the provision of the highest quality technical Service Operations to our company customers, perform all Service Operations activities according to Our standards and procedures maximizing customer satisfaction by the delivery of first-class support activities, and to manage and assist the Service Operations team to ensure service delivery quality is maintained through direct assistance in implementing and improving working processes and procedures. 

 WHAT YOU WILL DO: Provide Service Operations support to internal and external customers in accordance with the terms of the customer contract and SLAs.Carry out incident and problem management support to the highest standards and coordinate the resolution with the appropriate resolver groups.Ensure the shortest possible restoral times possible initiating the timely escalations to specialized Resolver groups inside and outside our company according to the customer contracts and SLAs and monitoring requirements.Adhere to installation guidelines and industry best practices to deliver quality Service Operations.Reporting and escalating all observed problems to proper our company operational escalation points.Report on the monthly performance of the team and provide feedback to the relevant management teams. To ensure the Service Operations team adheres to the highest working standards for all incidents and problems by providing guidance support and direct management.Manage the first line responsibility and budgets for the different teams under Service Operations including Quality of service provided and Escalations.Perform Change Management Configurations Design and Implementation of the supported Product & Systems.Manage staff and ensure adequate training and development is provided to them and carry out regular reviews and input into performance appraisal process.Conducts the analysis definition documentation and testing of application & systems enhancements.Identify knowledge and documentation gaps and ensure there is a process to get up-to-date information through a knowledge repository. Qualifications & EXPERIENCE:Degree in Computer Science Electronic Engineering or equivalent.Minimum 5 years of experience as Team Lead / Manager.Minimum 5-8 years of experience in the network and/or application/system support domain.MCP Database Mgmt or Networking Certification.Recognized industry certifications such as MCSA, CCNA, CCNP, ITIL Service Management or equivalent experience required.Knowledge & added advantage of VCAP - VMware Certified Advanced Professional .Knowledge & added advantage of Microsoft Azure Administrator Associate/MS Azure Solutions Architect Expert .Experience and Knowledge of Public and Private Cloud technologies and Architectures.ITIL Strategic leader, Certified Scrum Master, PMP/PRINCE(2) (Foundation).ITIL Intermediate Certificate.Minimum 3-5 years of experience in the ACM domain where applicable.Experience of working in the Airport / Airline industry.Experience in Resource Management, Service Infrastructure Platforms and Service Management Processes.