Service Manager – IT Systems

Job Responsibilities:
• Provide technical support to customers to troubleshoot and fix technical problems of IT systems covering servers, storage, virtualized platforms, HCIs, backup & recovery, network solutions, Windows and Linux systems, and popular system management tools.
• Identify and resolve customers' problems effectively and efficiently to help customers restore their IT services in a timely manner.
• Lead in efficient communication and coordination with customers and vendors to resolve complex technical problems for quick resolution.
• Lead and coach a team of support engineers to provide high-quality support to our customers, ensuring meeting committed SLAs.
• Manage and ensure proper closure of support cases following ISO20000 guidelines.
• Chart the technical development of team members to meet new needs in IT solutions.
• Provide support in presales activities including solution presentation, proposal composition, and demonstration.

Job Requirements:
• Degree in IT or relevant qualifications.
• More than 7 years of IT experience in Customer Service & Support with at least 2 years in a supervisory role.
• Solid experience in Server Virtualization platforms (e.g., VMware), Storage Systems (e.g., NetApp), backup & restore solutions, Windows Server, Linux, networking products, and popular system management tools.
• Excellent communication and interpersonal skills.
• Experience in supporting Government customers with their IT systems is a definite advantage.

Attractive salary and benefits are offered to qualified candidates.

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