
Technical Service Manager
6 days ago
As a key member of our IT team, you will be responsible for leading high-severity incidents and collaborating with cross-functional teams to restore services. You will also manage communications and provide regular updates to stakeholders and management.
- Lead high severity incidents and collaborate with multiple internal teams to resolve service disruptions.
- Communicate incident status and progress to stakeholders and senior leaders.
- Support incident resolution, drive problem management, and gather experts for root cause analysis.
- Drive review meetings covering performance, quality, and process improvements.
- Monitor compliance to SLAs, KPIs, and metrics relating to service performance and operations.
- Ensure all operational support materials are complete and compliant with security standards.
- Prepare and deliver status reports to senior leaders.
- Log and track problem tickets related to critical issues.
- Maintain processes, templates, and SOPs related to incident and problem management.
Requirements
- Bachelor's degree or diploma in computer science or a technical field.
- 5-10 years of experience in technical support or incident management.
- Proven ability to work efficiently in a team environment.
- ITIL certification and strong service-oriented background.
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