In essence, your role involves:

• Oversee daily IT system operations ensuring availability and performance.

• Ensure effectiveness of the operational ITSM processes

• Act as escalation point for critical IT issues; manage major incidents till resolution in 24x7 environment.

• Lead disaster recovery planning and testing.

• Collaborate with external service providers ensuring adherence to SLAs

• Facilitate robust implementation of ITSM processes in Jira and ensure that the operational documentation is kept up-to-date in Confluence.

To be successful in this role, we are looking for candidates with the following qualifications and attributes: 

• Proven experience managing IT operations and service deliver

• Hands-on experience managing major incidents, preferably in 24/7 environments

• Strong knowledge of ITIL processes (incident, problem, availability and service level management).

• Stakeholder management skills.

• Experience with ITSM tools (Jira).

• Leadership and team management abilities is a plus

• Wide IT background, especially MS Azure

•  Industry certifications (e.g., ITIL).

• Awareness of the regulatory requirements.

• Familiarity with automation and process improvement tools.

  If you meet these criteria and are ready to contribute your expertise to a dynamic and challenging environment, we encourage you to apply.