Responsibilities

Oversee L1, L2, and L3 support, ensuring incidents and service requests are triaged, resolved, or escalated within SLA
Manage the service desk, including ticket quality, escalation paths, and shift coverage
Manage problem management and root cause analysis to prevent recurring issues
Coordinate corrective, preventive, and adaptive maintenance, including patching and upgrades
Plan and control changes and releases, including emergency fixes and maintenance windows
Monitor system health, availability, and performance, and act on alerts and trends
Lead major incident response, communication, and post-incident reviews
Manage vendors and third-party support against contractual SLAs
Maintain runbooks, knowledge base, and operational documentation to enable L1 resolution and reduce escalations
Ensure security and compliance, including vulnerability remediation and audit readiness
Report on support performance and maintenance activities in regular service reviews
Track support budgets, licences, and renewals, and manage the service risk register

Requirements

Bachelor’s degree in IT, Computer Science, Engineering, or a related field (or equivalent experience)
5-8 years in application or infrastructure support and maintenance, including 2+ years in a lead or managerial role
Experience managing multi-tier support (L1 to L3) for production systems under SLA
Strong incident, problem, and change management background
Experience coordinating vendors and handling customer escalations
ITIL 4 Foundation; PMP, PRINCE2, or cloud certifications such as AWS or Azure (preferred)

Shortlisted candidates will be offered a 1 Year Agency Contract employment