Technical Manager - IT Infra

Job Description

Skills: IT Infrastructure Management, Data Centers, storage, network, security, cloud, servers,

• Supervise and provide mentorship to the team of technical support engineers and systems administrators, fostering professional growth and ensuring that all service-level agreements (SLAs) are met with high standards of client service.
• Direct the technical operations team in delivering comprehensive managed IT services, guaranteeing adherence to client requirements, industry standards, and the organizations internal guidelines.
• Oversee and manage the incident escalation process, ensuring rapid issue resolution and implementing proactive problem management strategies to prevent recurring issues and minimize client impact.
• Continuously develop and enhance operational processes to improve service efficiency, uphold consistent delivery standards, and ensure compliance with ITIL best practices.
• Serve as the primary liaison for key client accounts, handling escalations with professionalism and facilitating proactive communication and detailed reporting to maintain high levels of customer satisfaction.
• Administer change management protocols by ensuring that all infrastructure and application modifications are documented, authorized, and communicated according to established policies and industry best practices.
• Measure and report on critical performance indicators (KPIs), including response times, resolution times, and client satisfaction. Use these metrics to pinpoint areas of improvement and optimize service quality.
• Coordinate with various departments, such as project management, sales, and product development, to meet client needs, align expectations, and devise innovative service solutions.
• Establish and manage operational budgets, ensuring resource allocation aligns with demand while maintaining a focus on cost-efficiency and maximizing value.
• Contribute to strategic planning initiatives, identifying opportunities to enhance service offerings and supporting the development of new managed services to meet emerging client needs.
• Ensure all operations comply with regulatory requirements, internal policies, and risk management guidelines, maintaining a secure and compliant environment for client services.
• Promote a culture of continuous improvement, encouraging team input on operational enhancements and introducing innovative solutions to improve efficiency and client satisfaction.