IT Service Manager

Embrace an amazing opportunity and join NATEK on the position of Service Manager!

You will be responsible to maintain overall awareness of day to day operational activities and issues. This position will assist in representing delivery teams as appropriate at customer meetings and provide the interface between the customer and team for Day 2 delivery management.

`Responsibilities:
• Notify Operations teams of SLA impacts.
• Attend Stewardship meetings .
• Receive/retrieve Client Requests (CRs), assess and initiate Service Requests (SRs). Track progress and collect implementation details (change dates, etc)
• Ensure Service Requests are properly routed
• Coordinate delivery of basic and intermediate MACD service requests, including order initiation and performance oversight for work performed
• Proactive Incident management to avert high severity issues and business impact.
• Leading high severity incidents (Severity 1 and 2) and provide timely business updates/communication.
• Initiating the technical bridges and engage service centers, vendors, suppliers and service providers for service restoration.
• Occasional out of hours for support of critical outages.
• Timely management escalation to maintain proper visibility and ensuring right resource engagement.
• Managing break fix activities during incidents to provide any workaround or fix.
• Presenting incident summary to customers as required after incident close down.
• Creating Root Cause Analysis report for Sev-1 outages
• Preventing problems to IT services, along with the resulting incidents
• Eliminating recurring incidents
• Identifying the root cause of service interruptions and proposing permanent fixes to eliminate the cause
• Submitting a request for change that will implement the fix
• Additional Activities are to diagnose the root cause of incidents and to determine the resolution to those problems

Requitements
• Advanced written & spoken English
• Advanced MS Office Skills (Word, Excel, Outlook)
• Project Management
• Change/Incident Management
• Ability to coordinate multiple teams to achieve an objective
• Ability to work under pressure
• Technical knowledge of IT operations (Networking-Telecomm Preferred), CCNA certification
• Works well with others/team work
• Ability to work in a regulated environment
• Good communication

Join the company that is providing exceptional IT outsourcing services for the biggest,
international customers with recognisable worldwide brands
Small things which make the big difference:
• Competitive salary
• International work environment
• Career growth (matching your skills and plans with the suitable projects)
• Flexibility with the employment form
• Partial remote work
• Referral Program
• Private Health Care
• Benefit Plus / MultiSport Card
• Regular NATEK event
• Relocation Bonus
• Early Onboarding Bonus
• Personal Event Bonuses
• E-learning platform Udemy access