Job Description
- Lead Sev-1 and Sev-2 incident resolution end-to-end.
- Design and implement permanent fixes.
- Build and enhance automation and support tools.
- Ensure full compliance with contracts and SLAs.
- Analyze service trends and lead continual service improvement.
- Act as the owner of client satisfaction and feedback.
- Translate client needs into technical actions.
- Lead technical projects across multiple workstreams.
- Coach and supervise L1 and L2 teams.
Requirements
- Bachelor's degree in computer science or information technology.
- Professional certifications, ITIL, Microsoft, or similar.
- 8 plus years of experience in IT services or managed services.
- English proficiency required ranges from B1-C2, with strong speaking and writing. skills appropriate to each role.
- Strong problem management and trend analysis skills.
- Hands-on scripting and automation experi...