DUTIES AND RESPONSIBILITIES
- Accomplish all assigned tasks by the management in a timely and effective manner as deemed necessary for the betterment of the organization.
- Manage teams and ensure accordance with the support and operations policies, protocols, and procedures.
- Oversee the 24x7x365 management of teams and overall performance and reliability of the shift.
- Ensure effective and efficient processes are followed, and that proper escalation protocols are in place and complied by the teams.
- Prepare shift hand over report. Hand over open and ongoing events, incidents, and escalations to the next shift.
- Collaborate and contribute with other managers in improving workflows, documentations, standards, and
- processes.
- Accountable for the growth of team members and ensuring succession plan is in place.
- Evaluate the skill sets of each group member and give recommendations to the Operations Senior Manager for growth.
- Responsible/Accountable in providing input to training and certifications plan for his direct reports and ensure that the entire group is covered according to business operations need.
- Conduct performance review of team members.
- Contribute to the knowledge and information relevant to Operations.
- Participate in activities promoting a harmonious working environment such as demonstrating trust and respect and practicing open communication.
- Comply with company policies, guidelines, standards, and procedures.
- Professionally represent Trends management; enriching client relationships and providing expertise, composure, and competence.
- Perform all other duties and tasks as assigned by the Operations Senior Manager.
QUALIFICATIONS
Minimum Education
- Must be a graduate of any IT related bachelor's degree such as:
- Computer Studies
- Computer Engineering
- Information Technology
- Electronics Engineering
Minimum Experience/Training
- Have at least 5 years working experience in managing a 24x7x365 Security or Network Operations Center.
- Professional to Expert Level Certifications is a plus.
- Trainings and/or certifications on at least 2 of the following domains are required:
- IT Service Management
- IT Infrastructure (Network, Servers, Cloud, etc.)
- Cybersecurity and/or Information Security
