Build strong partnerships with country IT, service desk, engineering, infrastructure and business teams through regular service reviews, clear communication, proactive risk management and effective escalation.
Define and execute a roadmap for service improvement, automation, observability and operational analytics based on incident trends, stakeholder feedback and measurable business impact.
Establish engineering standards for operational tooling and automation, including secure design, testing, monitoring, auditability, rollback controls and appropriate human oversight.
...
Build strong partnerships with country IT, service desk, engineering, infrastructure and business teams through regular service reviews, clear communication, proactive risk management and effective escalation.
Define and execute a roadmap for service improvement, automation, observability and operational analytics based on incident trends, stakeholder feedback and measurable business impact.
Establish engineering standards for operational tooling and automation, including secure design, testing, monitoring, auditability, rollback controls and appropriate human oversight.
...
You are currently enrolled in Bachelor's / Master's studies in Information Technology / Software Engineering / Data Science / Computer Engineering, or related fields
...
Meticulous in maintaining site IT forecast, accrual, spending tracking, procurement/receiving process, maintaining MA, Contractors, Communication billing, asset/inventory
Should be willing to work extended hours or modified schedule to meet deadlines
Ensure performance meets stipulated KPIs/SLAs at all
...
Deploy and maintain products in the customer's system landscape.
Propose solutions regarding the customer operational issues and tune/configure products and related key software component as Operating System, Databases, application and web servers.
Define and lead performance scalability and testing projects and configurate integration components such as LDAP, SAML, databases, middleware etc.
...
Work with Service Center to ensure average turn around time (TAT) is within agreed KPI thresholds.
Create a weekly report to send to the Info Systems Project Management team to assist them in reviewing incidents to determine what events have occurred that may be operational losses.
Work with Service Center to ensure average turn around time (TAT) is within agreed KPI thresholds.
...
Expert on knowledge tools, client management tools and remote control software to help resolve at least 80% of chat & ticket online, without having to dispatch to service partners or desk side support technician.
Needs to quickly diagnose triage issues and deliver a high level of customer satisfaction.
Monitor queues for ticket misroutes, unresolved, or those requiring deep investigation.
...
Provide hands-on technical support for IT hardware, software, operating systems, peripherals, and end-user issues, ensuring timely resolution and minimal business disruption.
Manage endpoint security, user access controls, and act as the first responder for IT security incidents, escalating organisation-wide issues to the IT Manager when required.
Manage backup operations, perform periodic restore testing, and maintain disaster recovery documentation to ensure business continuity.
...