Operational Management:
- Supervise daily FMS operations including IT infrastructure enduser support and maintenance activities.
- Ensure adherence to defined SLAs and service delivery timelines.
- Oversee incident change and problem management processes to maintain operational efficiency.
- Plan and implement preventive and corrective maintenance for IT assets.
Team Management:
- Lead and mentor the onsite FMS support team ensuring skill development and performance management.
- Manage and oversee the functioning of NoC (Network Operations Center) and SoC (Security Operations Center) teams to ensure 24/7 monitoring and support.
- Schedule and manage shifts to ensure consistent service delivery.
- Coordinate with internal and external teams for escalations and technical support.
Client Interaction:
- Act as the primary point of contact for client stakeholders addressing their concerns and requirements.
- Conduct periodic review meetings with clients to discuss performance metrics challenges and improvement plans.
- Ensure timely reporting of service metrics including uptime resolution times and other key performance indicators (KPIs).
Service Quality and Compliance:
- Monitor and improve the quality of FMS services delivered to clients.
- Ensure compliance with industry standards security policies and clientspecific requirements.
- Maintain and update documentation for processes workflows and equipment inventory.
Continuous Improvement:
- Identify areas for process optimization and implement best practices.
- Proactively analyze incidents and implement measures to prevent recurrence.
- Stay updated with the latest technologies and recommend their integration into services where appropriate.
Requirements
Qualifications and Skills:
Educational Background:
- Graduation or bachelor s degree in computer science IT or a related field.
Experience:
- 5 6 years of experience in IT Facility Management Services with at least 2 3 years in a managerial or leadership role.
- Proven track record in managing IT support teams including NoC/SoC operations and delivering highquality services.
Technical Skills:
- Strong understanding of IT infrastructure including servers storage networks virtualization and backup solutions.
- Knowledge of ITIL frameworks and service management tools (e.g. ServiceNow ManageEngine).
- Familiarity with NoC and SoC tools and processes for network monitoring threat detection and incident response.
- Experience with budgeting and cost control in service management contracts.
Operational Management: Supervise daily FMS operations, including IT infrastructure, end-user support, and maintenance activities. Ensure adherence to defined SLAs and service delivery timelines. Oversee incident, change, and problem management processes to maintain operational efficiency. Plan and implement preventive and corrective maintenance for IT assets. Team Management: Lead and mentor the on-site FMS support team, ensuring skill development and performance management. Manage and oversee the functioning of NoC (Network Operations Center) and SoC (Security Operations Center) teams to ensure 24/7 monitoring and support. Schedule and manage shifts to ensure consistent service delivery. Coordinate with internal and external teams for escalations and technical support. Client Interaction: Act as the primary point of contact for client stakeholders, addressing their concerns and requirements. Conduct periodic review meetings with clients to discuss performance metrics, challenges, and improvement plans. Ensure timely reporting of service metrics, including uptime, resolution times, and other key performance indicators (KPIs). Service Quality and Compliance: Monitor and improve the quality of FMS services delivered to clients. Ensure compliance with industry standards, security policies, and client-specific requirements. Maintain and update documentation for processes, workflows, and equipment inventory. Continuous Improvement: Identify areas for process optimization and implement best practices. Proactively analyze incidents and implement measures to prevent recurrence. Stay updated with the latest technologies and recommend their integration into services where appropriate.
Education
Any graduate