Offer summary
Qualifications:
8+ years in IT Operations or Service Management environment, with at least 3 years managing operational teams., Bachelor’s Degree in Computer Science or related field. ITIL certification required, COBIT / ISO 20000, Lean Six Sigma knowledge preferred..
Key responsabilities:
- Lead Operations Analysts and Incident Managers, ensuring shift operational activities.
- Coordinate shift workloads for full coverage and optimal resource utilization.
- Serve as an escalation point for Major Incidents impacting services.
- Provide timely updates to senior leadership, analyze post-incidents for improvement.
- Establish KPIs, monitor team performance, drive continuous improvement initiatives.