Senior IT Engineer

Lead and manage the IT support and service desk teams Ability Knowledge to prepare BOQs for infrastructure solutions Manage all daily operations of the information services and technology organization including help desk data center operations network and telecommunications operations daily coordination with technology and application vendors and enduser devices and computers Directly supervise Information Services staff including Help Desk and IS analysts supporting them in the effective execution of their job responsibilities Carries out supervisory responsibilities and duties in accordance with the organization s policies and procedures Support L1 L2 Engineer as and when needed on user level troubleshooting Ability to Manage the Team of Experienced Engineers Develop and implement IT service management ITSM best practices Oversee incident problem change and release management processes Ensure service level agreements SLAs and key performance indicators KPIs are met Coordinate with internal teams vendors and thirdparty service providers to ensure seamless service delivery Identify and mitigate potential service risks and disruptions Drive continuous improvement initiatives in IT service delivery and operational efficiency Develop and maintain strong relationships with key stakeholders clients to understand their IT needs and requirements Prepare and present service performance reports to management Manage resource allocations for IT service delivery Qualification Experience Bachelor s degree in information technology Computer Science or a related field 7 years of experience in IT service management with at least 3 years in a leadership role Excellent problemsolving analytical and decisionmaking skills Strong communication and stakeholder management abilities Experience with cloud computing and modern IT infrastructure Familiarity with cyber information security best practices