• Lead Sev-1 and Sev-2 incident resolution end-to-end.
• Design and implement permanent fixes.
• Build and enhance automation and support tools.
• Ensure full compliance with contracts and SLAs.
• Analyze service trends and lead continual service improvement.
• Act as the owner of client satisfaction and feedback.
• Translate client needs into technical actions.
• Lead technical projects across multiple workstreams.
• Coach and supervise L1 and L2 teams.

Requirements

• Bachelor's degree in computer science or information technology.
• Professional certifications, ITIL, Microsoft, or similar.
• 8 plus years of experience in IT services or managed services.
• English proficiency required ranges from B1-C2, with strong speaking and writing. skills appropriate to each role.
• Strong problem management and trend analysis skills.
• Hands-on scripting and automation experi...