Service Manager – IT Systems

<p><strong>Responsible for:</strong></p><ul><li><p>Provide technical support to customers to troubleshoot and fix technical problems of IT systems covering servers, storage, virtualized platforms, HCIs, backup & recovery, network solutions, Windows and Linux systems, and popular system management tools.</p></li><li><p>Identify and resolve customers' problems effectively and efficiently to help customers restore their IT services in a timely manner.</p></li><li><p>Lead in efficient communication and coordination with customers and vendors to resolve critical incidents.</p></li><li><p>Maintain and improve SLA escalation mechanisms, ensuring timely resolution and customer satisfaction.</p></li><li><p>Maintain compliance with ISO20000 standards.</p></li><li><p>Chart the technical development of team members to meet new needs in IT solutions.</p></li><li><p>Provide support in presales activities including solution presentation, proposal composition, and demonstration.</p></li></ul><p></p><p></p><p><strong>Required Skills & Qualifications:</strong></p><ul><li><p>Degree in IT or relevant qualifications.</p></li><li><p>More than 7 years of IT experience in Customer Service & Support with at least 2 years in a supervisory role.</p></li><li><p>Solid experience in Server Virtualization platforms (e.g., VMware), Storage Systems (e.g., NetApp), backup & restore solutions, Windows Server, Linux, networking products, and popular system management tools.</p></li><li><p>Experience in supporting Government customers with their IT systems is an advantage.</p></li></ul>