RESPONSIBILITIES:

• Drive operations strategy to build a scalable enterprise-grade ecosystem for day-to-day on-prem and cloud operations which includes supporting the 24x7 network operations center (NOC), Service desk, ITIL enablement and desktop services.
• Provide installation, configuration, maintenance, and issue management for end-user desktops & notebooks, including all hardware, software, and peripheral devices, etc.
• Provide network asset management, including maintenance of network asset inventory and related documentation.
• Manage Service Desk SLAs and provide analytics to manage the performance of the Service Desk.
• Provide coaching, mentorship, and training to improve overall team business value and growth.
• Support negotiation of vendor contracts according to standard IT and corporate terms.
• Develop, implement, and evaluate IT projects as aligned with strategic business initiatives.
• Collaborate with other departments, determining and addressing their IT needs and requirements.
• Identify vulnerabilities, the need for upgrades, and opportunities for improvement.
• Ensure smooth, secure, and consistently updated technical operations within the organization.
• Resolve project and resource conflicts, facilitating solutions across department boundaries, tracking and communicating progress of multiple concurrent projects, standardizing processes across different project teams driving the sense of urgency to meet project deadlines and deliver solutions.
• Oversee critical project functions including stakeholder engagement, governance, project costs, vendor management, project documentation, risk management, and status reporting.
• Contribute to the annual budget planning and forecasting of financials, while providing active management to ensure that time reporting from associates is completed with integrity and meets the needs of the organization.
• Work closely with technical teams on delivery of IT project initiatives.
• Oversees the development and implementation of policies, guidelines, procedures, rules, regulations, and technology as it relates to the owned operations area.
• Other duties as required or assigned.

MINIMUM QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Bachelor's degree in computer science, engineering or related field and/or equivalent professional experience.
• At least 5 years of management experience in an IT environment - More than 5 years required for senior level
• At least 10 years of dynamic experience leading global Network, Cloud, Service desk and Telecommunication teams
• Solid understanding of computer systems, security, network and systems administration, databases and data storage systems