Job Description

Main Tasks

Managing the services from various vendors, tracking of SLA, Problem, Incidents, issues, and all the managed services project and vendors for the company's IT. Ensures that IT services are delivered as agreed in SLAs (Service Level Agreements) and meet business expectations. Prepare reports on SLA performance, including adherence to timelines, service quality, and issue resolution. Incident and Problem Management Oversight through monitoring service performance, ensures issues are resolved efficiently, and drives root cause analysis to reduce recurring problems. Lead post-incident reviews to understand the cause of service disruptions and develop preventive measures. Ensure all incidents are documented, and lessons learned are communicated to the team. Continuous Improvement using metrics, user feedback, and incident trends to identify and implement improvements to IT services. Provides regular reports on service performance, uptime, incidents, and SLAs to management and stakeholders. Oversee service tools by managing and ensuring authorized tool is used by the service team and are functioning effectively. Evaluate and implement new technology that could improve service management and suggest their implementation. Regularly communicate with client to ensure they are satisfied with services provided, gather feedback, and resolve issues. * Coordinate with the company's vendor and partners to effectively implement solution and ensure timely delivery with adhere to the company policy, procedure and security requirements.