- Lead and motivate a team of IT technicians and engineers responsible for Corrective Maintenance and Preventive Maintenance activities.
- Provide guidance, mentorship, and performance feedback to team members to ensure optimal performance and skill development.
- Oversee the troubleshooting and resolution of IT infrastructure issues, including hardware, software, and network problems, ensuring minimal disruption to business operations.
- Interface with Service Managers on all Ops matters.
- Helping the Ops Director to oversee a team of Ops Leads/Engineers on system related escalation and matters pertaining to Corrective and Preventive Maintenance.
- Rooster rotation and interface with Service Managers on escalation
- Coordinate with internal teams and external vendors to escalate and resolve complex technical issues.
- Establish and maintain preventive maintenance schedules for IT systems and equipment to minimize downtime and optimize performance.
- Implement proactive measures to identify and address potential issues before they escalate into significant problems.
- Regularly assess the effectiveness of preventive maintenance strategies and make adjustments as necessary.
- Serve as the primary point of contact for client escalations related to IT operations, ensuring timely response and resolution of issues.
- Communicate effectively with clients to understand their concerns, provide updates on the status of escalations, and manage expectations.
- Drive continuous improvement initiatives to enhance the efficiency, reliability, and performance of IT operations.
- Identify opportunities for process optimization, automation, and cost reduction to achieve operational excellence.
- Assist the Ops Director to ensure engineers are up to the job skill (certification and training)
- Laise with Sales Specialist on deals, and downstream vendors like Cisco, Checkpoint etc.
- Involves in Tender financial assessment and Technical compliance with the Presales
- Stay updated on industry best practices, emerging technologies, and trends to inform decision-making and drive innovation.
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