Back Office Manager

Job Description

<p>We are looking for a highly skilled Back Office Manager to lead complex and dynamic managed service operations.</p><p>The ideal candidate must have solid ITSM knowledge ‘Preferably an ITIL background’ and excellent knowledge of diverse technologies (including, but not limited to: data center, Routing and switching, WAN/SD-WAN, Collaboration, and security domains).</p><p>The candidate should also possess good presentation and analytical skills to manage IT network operations and ensure efficient service delivery.</p><p>This is a Techno-Manager Role and Must have a technical background in networking, and security. Knowledge in collaboration would be advantageous.</p><p><strong>Responsibilities:</strong></p><p> Leading a team of 30+ highly Skilled back-Office engineers and technical leads.</p><p> Manage the day-to-day operations of the back office team to ensure service delivery meets SLAs, KPIs, and customer expectations.</p><p> Ensure team coverage 24/7.</p><p> Lead the team in developing and implementing ITIL best practices and procedures for network-managed services operations.</p><p> Provide guidance and support to team members to ensure efficient and effective service delivery.</p><p> Ensure Timely response to incidents, Changes, customer requirements/Mails..etc.</p><p> Ensure timely delivery of reports and analysis on network performance and service levels to internal and customer stakeholders.</p><p> Special events planning and execution (Ramadan/Hajj/Payroll.etc)</p><p> Proactive and able to identify risks and own Risk register.</p><p> Accountable to maintain proper setup documentation, SOP’s and DR procedures.</p><p> Manage the handover of new services and lead the service enhancement initiatives, ensuring they are delivered on time and meet quality standards.</p><p> Develop and maintain strong relationships with customers, and internal stakeholders to ensure successful service delivery and customer satisfaction.</p><p> Ensure compliance with data center and security standards and regulations.</p><p> Monitor the team&amp;#39;s performance, providing coaching and training as required to improve the quality of service.</p><p> Continuously evaluate and improve service delivery processes and procedures to ensure the highest level of efficiency and customer satisfaction.</p><p> Provide regular presentations and updates on service performance to management and customers.</p><p> Interlock with the internal organizational departments and ensure teams are fully aligned and working toward a share target.</p><p> Ensure proactive Maintenance routine is planned and conducted according to schedule.</p><p><strong>Requirements:</strong></p><p> Bachelor’s degree in a relevant field such as Computer Science, Information Technology, or a related field.</p><p> Minimum 12 years of experience, At least 5 years of experience in IT service management, with a focus on network-managed services.</p><p> Previous Banking experience is highly preferred.</p><p> Strong understanding of ITIL best practices and procedures, with ITILv3/v4 certification, preferred.</p><p> Excellent Knowledge of DC/RS/Collab/Security (Preferable Dual CCIE certification)</p><p> Excellent presentation and analytics skills.</p><p> Strong leadership and management skills.</p><p> Ability to work well under pressure and manage multiple tasks simultaneously.</p><p> Excellent communication skills, both verbal and written.</p><p> Customer-focused with a commitment to providing excellent service.</p><p> Self-motivated with a positive attitude and the ability to work independently and as part of a team.</p><p> As part of operations, the candidate is required to be available “on-call” in case of any incident/Major incident and will be required to attend on-site.</p>