Operations Manager

Manage teams under Fault Management operations process. Fault Management takes end-to-end responsibility for corrective maintenance of Network problems ensuring trouble tickets are actively managed until resolution to SLA & OLA requirements. Identifies a client’s needs. Monitor, control, and support service delivery. Maintain service support functions. Drive internal and third-party service review meetings covering operation, performance, service improvements, quality and processes. Manage the operating team. Key responsibilities include : Manage teams under Fault Management operations process. Fault Management takes end-to-end responsibility for corrective maintenance of Network problems ensuring trouble tickets are actively managed until resolution to SLA & OLA requirements Identifies a client’s needs. Monitor, control, and support service delivery Maintain service support functions. Drive internal and third-party service review meetings covering operation, performance, service improvements, quality and processes. Manage the operating team. Strong interpersonal and leadership skills Be accountable for the quality of Service and performance. Create, monitor, and report on a comprehensive set of metrics and KPIs. Be responsible for Incident / Fault and Problem Management processes Customer Interfacing Fault Management Trouble Statistic Reporting & Analysis Qualifications and Skills Able to demonstrate the ability to undertake the above responsibilities A passion for Service Improvement Experienced Service Management professional ITIL Qualified Previous experience as a Team Lead or demonstrable experience in leading virtual teams Experience of managing 3rd parties and 3rd party delivered services Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines Excellent leadership and people management skills Excellent written and verbal communication skills (Arabic and English) Willingness to support and mentor junior staff Able to work under pressure and meet deadlines Able to demonstrate a high degree of flexibility including shift and out of hours working Excellent organizational skills Able to manage sensitive and sometimes confidential information Self-motivation and able to take responsibility Able to manage and prioritize and tasks and time efficiently Job Details

Seniority level : Mid-Senior level Employment type : Full-time Job function : Information Technology Industries : IT Services and IT Consulting

#J-18808-Ljbffr