Job Description

VAM Systems

is currently looking for

Team Lead - IT Operations

for our

UAE

operations with the following skill set and terms and conditions:

Qualifications:

Desirable:

A bachelor's degree or master's degree in a related field. Advanced ITIL certification (e.g., ITIL V4 Foundation and ITIL V4 Managing Professional). Experience in a pharmaceutical or biotechnology environment.

Main Responsibilities:

Oversee the implementation, management, and improvement of ITIL processes including Incident Management, Problem Management, Change Management, and Service Request Management. Ensure all ITIL processes are adhered to and continuously improved to meet operational requirements and best practices. Collaborate with other teams to implement solutions in alignment with ITIL practices and business needs. Administer and maintain Office 365 environments, including Exchange Online, SharePoint, Teams, and OneDrive for Business. Manage user accounts, licenses, security settings, and troubleshoot issues related to Office 365 services. Provide end-user support and training related to Office 365 applications. Facilitate communication with the global team and help conflict resolution, if conflicts arise, escalate issues and seek resolution. Facilitate sign offs and Completion of Trainings within the stipulated timelines. Work closely with Line of business. Support and monitor cloud-based solutions and engagements, including cloud platforms. Participate in cloud migration projects and other cloud-based initiatives. Oversee and provide level-1 support for GxP and GMP systems, ensuring compliance with relevant regulations and internal standards. Address and resolve system issues promptly to ensure minimal disruption to business operations. Maintain system documentation and ensure proper tracking of incidents related to GxP and GMP systems. Oversee and ensure the smooth operation of the IT ticketing solution. Ensure that support tickets are properly logged, categorized, prioritized, and resolved in a timely manner. Monitor and analyze ticket trends to identify recurring issues and work on preventive measures. Lead and mentor a team of IT support professionals, ensuring efficient task distribution and timely resolution of issues. Foster a collaborative and high-performing team environment. Provide guidance, training, and development opportunities for team members. Provide regular reports on incident trends, SLA performance, system issues, and cloud engagement statuses to leadership. Maintain detailed and up-to-date documentation for all systems and processes under your purview. Ensure that all IT operations and systems adhere to regulatory standards, including GxP, GMP, and internal security policies. Collaborate with IT Security teams to ensure that security requirements and best practices are met. Manage IT asset lifecycle, including procurement, tracking, deployment, maintenance, and decommissioning of hardware and software assets. Ensure proper recording and tracking of all IT assets in the asset management system. Conduct regular reviews and audits of IT assets to ensure accuracy, optimize asset utilization, and mitigate risks associated with underutilized or obsolete assets.

Requirements (Knowledge, Skills & Attributes)

Essential:

Bachelor's degree in Information technology, Computer Science, or related field (or equivalent work experience). 10+ years of experience in IT operations, with at least 2 years in a Team Lead role. Strong knowledge and experience with ITIL processes and service management frameworks. Experience with Office 365 administration, including Exchange, SharePoint, Teams, and OneDrive for Business. Experience supporting cloud environments, such as AWS, Azure, or similar platforms. Solid understanding of GxP and GMP compliance and system support. Hands-on experience with IT ticketing solutions (e.g., Manage Engine ). Strong communication, leadership, and team management skills. Ability to work in a fast-paced, dynamic environment and handle multiple tasks simultaneously. ITIL certification is highly desirable. GxP/GMP knowledge or certification is a plus.

Joining time frame: (15 - 30 days)