Key Responsibilities

• Lead and manage a team of engineers responsible for network operations and managed services.
• Ensure service delivery performance meets contractual SLAs and customer expectations.
• Drive continuous improvement through automation, cloud adoption, and process optimization.
• Act as the main escalation point for major incidents and coordinate 24x7 response and recovery efforts.
• Oversee change management, incident management, and problem management processes in accordance with ITIL best practices.
• Prepare and present performance and operational reports using Power BI and ServiceNow.
• Collaborate closely with internal teams and stakeholders to enhance service quality and operational efficiency.
• Conduct regular service reviews and manage client communication on performance, issues, and improvement plans.
• Manage staffing, training, and performance reviews for the engineering team.

Requirements

• Minimum 5 years of IT operations/service delivery experience, including 2+ years in a leadership or managerial role.
• Strong background in network infrastructure, managed services, and operational management.
• Proven experience managing teams supporting 24x7 operations.
• ITIL Certification is mandatory.
• Experience with ServiceNow, Power BI, and automation tools.
• Knowledge of cloud technologies (Azure, AWS, or GCP) is highly preferred.
• Excellent communication, leadership, and stakeholder management skills.
• Strong analytical and problem-solving abilities.

Please send your detailed resume in MS Word format to resume@goldtecHRs.com with

• Education Level
• Working experiences
• Each employment background
• Reason for leaving each employment
• Last drawn salary
• Expected salary
• Date of availability