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Tier-1 brand, common operations/team-lead role, and metro hybrid working increase candidate competition.
Requires managed-services and infrastructure domain expertise across network, cloud, security, limiting cross-industry transferability.
Requires specific domain tower experience, leadership, and change-management skills, indicating moderate strictness.
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Accountable for delivering contracted managed IT services to clients, ensuring operational continuity and client satisfaction within agreed SLAs.
Lead technical support for escalated incidents, using expert troubleshooting and operational procedures to resolve complex issues and provide emergency support.
Drive continuous service improvement by coaching teams, implementing automation for routine tasks, and managing quality audits and service delivery metrics.
Bachelor’s degree or equivalent in Information Technology, Computing, or related field.
Solid experience coaching and mentoring engineering teams in IT services organization.
Demonstrated experience in continual service improvement initiatives and organizational change management.
Experience in domain areas such as Network, Collaboration/Customer Experience, Cloud, Security, or Data Center.
Experienced in managing escalated support operations with ability to handle complex technical issues independently within SLA frameworks.
Skilled in leading teams through transformational projects focused on automation and process enhancements to improve service delivery.
Possesses strong client engagement capabilities with track record in cost management and driving business outcomes in hybrid work environments.