Shift Manager

Enhance service excellence by improving operational processes and implementing new service offerings to drive efficiency, profitability, and customer retention.

• Lead and manage 24x7x365 operations teams, ensuring high performance, reliability, and adherence to policies.
• Enforce operational procedures, escalation paths, and service governance standards.
• Oversee shift scheduling, handovers, incident escalation, and service continuity.
• Manage availability, capacity, risk, change, configuration, and SLA compliance.
• Lead resolution of P1/P2 incidents, problem management, and root cause analysis.
• Ensure effective client support, access control, asset management, and timely service restoration.
• Collaborate with leadership to enhance workflows, documentation, standards, and processes.
• Develop team capabilities through performance management, training, and succession planning.
• Maintain operational knowledge, ensure process adherence, and drive continuous service improvement.
• Represent the organization professionally in both client-facing and internal engagements.

III. QUALIFICATIONS

• Bachelor’s degree in information technology, Computer Science, Engineering, or a related field.

• At least 5 years of experience managing a 24x7x365 Security or Network Operations Center.

• Certifications or training in at least two of the following:
• IT Service Management
• IT Infrastructure (Network, Servers, Cloud)
• Cybersecurity / Information Security
• Professional or advanced certifications are considered an advantage.