IT Cloud Services Manager
Vistas Global
منذ 19 يوم

Job Description

The main job responsibilities of the incumbent are the following :

Understand the business outcomes from the required managed and cloud services

Develop and maintain service level agreements with the end-users and providers

On-board services through change management process

Verify the service acceptance criteria are fulfilled for the services transitioning into live operational status

Monitor and report on service performance

Oversight and contribute in the remediation of service failures

Continuous improvement of service delivery

Liaise between managed and cloud service providers

Escalation point for managed and cloud service providers

Verify operational performance reporting

Adhere to governance framework and guidelines

Develop and maintain cordial working relationships with customers at all levels to facilitate cooperation and achievement of goals

Report key performance metrics to IT management; file other required monthly, quarterly, and ad hoc reports

Skills & Experience Required

  • Bachelor’s degree in Information Technology or other relevant field of study; Master’s preferred
  • 6-8 years of experience in an IT environment with 3 years in a role having a specific focus on managed and cloud service management and delivery

    Bilingual candidates (Arabic+English) will be given more weightage

    Strong understanding of cloud servers, clusters, networks, firewalls, security, patching, datacenters, cloud environments, virtualization, VPN, SAN.

    Deep understanding of cloud architectures and services on the platform (PaaS) and infrastructure (IaaS) level. SaaS experience or experience with on premise ERP systems a plus

    ITIL (Information Technology Infrastructure Library) IT service management and Professional Cloud Service Manager (PCSM) certifications are desired

    Knowledge in best practice frameworks and processes in SDLC, ITIL Services Management, PMI, and IT Security.

    Excellent interpersonal communication skills

    Excellent writing skills with the ability to draft and edit a variety of written reports and communications and to articulate ideas clearly and concisely

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