🎯
Full-Time Opportunity: This is a permanent, full-time position with a competitive package and real career growth potential.
Job Description
Key Responsibilities
Service Delivery & Operational Excellence
- Lead and oversee day-to-day operations across all managed services (Cloud, Network, Systems, Security, and Applications).
- Ensure strict adherence to defined SLAs, OLAs, and KPIs, driving accountability and data-driven performance reviews.
- Maintain service continuity and incident response readiness, including after-hours escalation management.
- Conduct post-incident reviews (PIRs), ensuring lessons learned and RCA findings translate into sustainable corrective actions.
- Champion service improvement initiatives (e.g., automation, observability dashboards, and event correlation tuning).
ITIL Governance, Risk & Compliance
- Implement and govern all ITIL process pillars — Incident, Request, Problem, Change, Knowledge, and Asset Management.
- Own the operational governance framework, including SOPs, escalation matrices, RAC...