*Responsibilities:
- Review daily, weekly, and monthly dashboard services.
- Supports executive members and ensure that they receive right support from all the service providers on time.
- Prepare and review all Service Level and Operation Metrics and KPI scorecards.
- Prepare and share reports to ensure optimal performance and maintain records of service level agreements for business units
- Assist operational and technical staff to check and ensure resolution of all issues to achieve all objectives for stability and service improvement
- Business engagement review to determine availability from all market IT services (Applications, Network, Servers, End user devices and facilities (Plants, Mixing centres).
- Review, complement and maintain all ITOPS processes according ITOPS Gold standards
- Manage all the IT support for the ex-com members
- Participate and manage all service desk communication to end users
- Role acts as the escalation point for all IT operation issues such as delayed incident closure and request fulfilments.

*Requirements:
- Bachelor’s degree in engineering or Computer Science
- 5+ years of experience in customer facing service delivery and operations
- 5+ years of experience working on managing day-to-day IT operational incidents requests from the business
- 5+ years’ experience in IT service management, process improvement, project management, and/or program development Technical Skills
- Should be expert in workplace management software, Office365 tools – OneDrive, SharePoint, Outlook
- Should have good understanding of Active Directory, SCCM
- Solid hands-on/technical knowledge of core technologies including but not limited to AD, O365, WAN/LAN/Wi-Fi, Core Networking and Server infrastructure, Storage, Cloud Services, Video Conferencing fundamentals and printing.
- ITIL foundation certified with at least one intermediate certification
- Extensive background in measurement of IT, services, deliverables, and inputs
- Thorough understanding of ITIL/ITSM processes with deep knowledge of the various ITSM stages.