IT Command Center Manager at Vennote Technologies Limited

About the job

• Do you have experience managing an IT command center? We are seeking an ideal candidate who will manage the nerve center of a Telco IT infrastructure, ensuring smooth operation and swift resolution to any technical issues.
• The ideal candidate will have a wealth of experience leading a team of IT professionals, overseeing critical tasks like IT incident management, coordinating the response to IT emergencies, monitoring core infrastructure services and ensuring service uptime.
• The candidate will be responsible for overseeing the day-to-day operations of an IT service desk, which acts as the first point of contact for users experiencing technical issues.
• They are accountable for ensuring that users receive efficient and timely support.

Responsibilities

• Manage a team of IT professionals in both Service desk and Data center first line support.
• Manage team performance and ensure adherence to service level agreements (SLAs).
• Coordinate the monitoring of IT systems and networks for performance and security issues.
• Coordinate the diagnosis and resolution of IT incidents and response to IT emergencies.
• Develop, implement and review IT Command center policies and procedures.
• Track and report on IT service levels.
• Analyze data and reports to identify trends and areas for improvement.
• Manage technologies and provide administrative assistance for various systems.
• Understand various IT troubleshooting and provide technical support.
• Maintain knowledge base and resolution procedures
• Control and monitor data, network access and backup systems.
• Negotiate and communicate with third-party software providers for new software's and troubleshooting.
• Build relationships with key stakeholders across the organization.

Qualifications

• Bachelor's degree in computer science or relevant field.
• 5+ years of experience in IT operations or service desk management
• Hands-on knowledge and application of ITIL processes.
• Experience working in an IT section of Telecommunications company.
• Experience in information technology space and solving various software and hardware problems.
• Strong IT reporting skills
• Strong technical problem solving and communication skills.
• Proven leadership and supervisory skills.
• Excellent communication, problem-solving, and decision-making abilities
• Strong ability to work under pressure and prioritize tasks in a fast-paced environment