Responsibilities:
- Ensure adherence to established processes and procedures.
- Lead complex troubleshooting and root cause analysis for network, system, and infrastructure issues.
- Manage infrastructure delivery across AWS, on-premises, VMware, and hyper-converged environments, ensuring SLA compliance and customer satisfaction.
- Oversee daily operations, including incident, change, and problem management.
- Utilize monitoring tools (e.g., eG, ManageEngine, SolarWinds, AWS Monitor) for real-time operational visibility.
- Support OT/IT infrastructure projects by contributing to planning, budgeting, resource allocation, and risk management aligned with Industry 4.0, WOG, and IM8 standards.
- Develop ITSM processes and establish IT Service Desk operations based on ITIL best practices.
- Plan and implement Day-2 operations (e.g., engineering schedules, annual activity calendars, PM, patch management, audits).
- Conduct regular service reviews with clients, delivering performance insights and addressing evolving needs.
- Manage infrastructure capacity and resource planning to ensure optimal performance.
- Collaborate with cybersecurity teams to maintain security controls and proactively resolve vulnerabilities.
- Maintain comprehensive service reports (SLAs, KPIs, incidents) and documentation.
- Manage operational CAPEX/OPEX, including asset tracking (CMDB), license renewals, hardware maintenance, and vendor contracts.
- Provide regular account updates and reports to clients.
- Conduct periodic SLA and KPI reviews to ensure service alignment with customer expectations.
- Coordinate with vendors, client technical teams, and interfacing systems to ensure seamless BAU operations.
Requirements:
- Diploma or higher in IT, Software, or Engineering disciplines.
- Minimum 12 years of experience in IT service delivery, project/program management, and vendor/client management.
- ITIL v3 and v4 certified.
- Preferably experienced in OT systems (e.g., facial recognition, access control).
- Hands-on and willing to troubleshoot on-site as needed.
- Experience working with government agencies and familiarity with IM8, GCC, and WOG frameworks is a plus.
- Strong knowledge in networking, servers, virtualization, and cloud infrastructure.
- Proficient in monitoring tools, ITSM platforms, and disaster recovery planning.
- Skilled in vendor and contract management.
- Excellent communication skills, a fast learner, and a collaborative team player.
(EA Reg No: 20C0312)
Please email a copy of your detailed resume to [Confidential Information] for immediate processing.
Otherwise, you may WhatsApp your latest CVto 6421 4952 for a quicker response.
Only shortlisted candidates will be notified.
