Operation Tower Lead

Job Description

• Tower lead for Service Desk SD for all RAC & KKIA onsite
• Tower lead for NOC All Network operations for all RAC & KKIA onsite
• Tower lead for System Admin Wintel for all Infrastructure operation for all RAC & KKIA onsite
• Tower lead for EUC End User Computing for all RAC & KKIA onsite
• Tower lead for ULV Systems Operation & Field Engineers for RAC & KKIA Onsite
• Tower lead for Application Support Operation for RAC & KKIA onsite

General Requirements and Job Description

• They will be responsible of their full line management responsibilities for their team including task management of their staff, assisting in issues on systems through to resolution.
• Ensures all in his area, the systems, network, Infrastructure, services Desks, ULVs, Applications are in a good operational status.
• Making sure that SLA’s and providing an escalation point for Managers if required.
• Exceptional Customer service skills & exceptional Service support to the business
• effective and professional communication skills
• Ability to establishing a good working relationship with the business and 3rd party’s
• Strong Team Leadership skills, management skills and performance management. providing personal development, cross training and mentoring to team members.
• Incident, request and problem management, ability to provide solution(s)/work around(s) to incidents and Problems
• Create, manage and evolve polices, processes and procedures
• Create and manage a reports and documents records library
• Carrying out trend Analysis and Problem management with the ability to work effectively under pressure.
• Prioritizing and managing several open Head of IT Service Delivery Services, Support Analyst and mini projects at one time.
• Ensure appropriate standards and procedures are adhered to at all times
• Work with a variety of business and technical teams to enhance service, Performance monitoring and Systems monitoring