Lead a team of L2 and L3 Engineers, fostering technical excellence and professional growth. Manage workload distribution, team priorities, and operational efficiency to meet SLAs and business needs. Drive collaboration between IT, security, DevOps, and business units, ensuring cohesive technical solutions.
Key Highlights
Technical Skills Required
Benefits & Perks
Job Description
Key Responsibilities
Key Responsibilities:
Leadership & Team Management
• Lead, mentor, and develop a team of L2 and L3 Engineers, fostering technical excellence and professional growth.
• Manage workload distribution, team priorities, and operational efficiency to meet SLAs and business needs.
• Drive collaboration between IT, security, DevOps, and business units, ensuring cohesive technical solutions.
• Act as an escalation point for critical IT issues, providing expert guidance on resolution strategies; occasional acting as a major incident manager will be required.
Service Management & Process Optimisation
• Oversee end-to-end IT service management (ITSM) processes using ServiceNow, ensuring efficient incident, problem, and change management.
• Enforce IT policies, procedures, and best practices to enhance operational reliability.
• Ensure compliance with ITIL frameworks, driving continuous service improvements.
• Generate performance reports and KPI analytics using ServiceNow dashboards to identify trends and areas for optimisation.
Security, Compliance & Risk Management
• Ensure compliance with enterprise security policies, access controls, and compliance frameworks (ISO, NIST, GDPR).
• Collaborate with Acora security teams to mitigate risks, enhance incident response, and ensure system integrity.
VISA sponsorship and other benefits for expatriates. Any nationality qualifies.
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