System & Network Support Operations Manager

Define, implement and manage IT technical support processes and procedures.

o Ensuring that all IT processes used by the support team are thoroughly documented, consistently audited, and regularly improved.

o Produce weekly and monthly summary management reports on technical support tickets.

o Manage system and network support services to meet the IT SLA KPIs.

o Manage and report the incident management process, including root cause analysis and remedial action.

o Manage prioritization, escalation and resolution of support incidents and user requests

o Manage the process of new software updates and releases to divisions and communicate effectively.

o Mange the online FAQ and support article knowledge base

o Define and manage the quality assurance/quality control testing process for all software and hardware releases.

o Ensure the team follow the change management process as per the ABA IS IT policy and procedures.