IT Operations Supervisor

ACCOUNTABILITIES

• Handle all IT Services day-to-day operations including systems start of day, systems end of day, Regulatory/MIS/Operational reports generation, etc.…
• Handle all IT Services day-to-day monitoring and response operations
• Provides detailed status reports and provide metrics to measure performance for both IT Services and team.
• Provide the required support level for 1st support team “IT Helpdesk”
• Identification and resolution of technical problems and malfunctions as a 2nd level of support, and if needed escalate it for 3rd Level of support.
• Produce pre-defined analytical reports for IT Infrastructure availability, performance, utilization, etc.…
• Perform backup operations and monitoring process.
• Perform regular checks for event logs of production systems.
• Perform pre-defined checks according to schedule.
• Analyzes IT Services performance and recommends adjustments to a wide variety of complex systems management functions with responsibility for overall performance, capacity, and availability
• Ensure and follow SLA rolls for all monitoring.
• Provide guidance, support, and help to junior IT Operators. 
• Perform IT Infrastructure operating systems updates, security updates, Anti-virus, etc.…
• Vendors Management/Handling according to the escalation levels.
• Handling all ATMs issues/Monitoring the performance after working hours to ensure maximum availability for those machines.
• Monitor network 24/7 and take required action with service provider and handle internally with the concerned team.
• Monitor all Applications & infrastructure “performance, availability, S.W & H.W Etc.”

Education

• Bachelor’s Degree in relevant discipline
• Knowledge:
• ITIL / ISO 20K Certification is desired

• Virtualization “Citrix, Hyper-V, VMware”
• Operating Systems
• CCNA, MCITP

Experience

• at least 4 years of IT Experience. 

• Experience analyzing information and driving resolution. .
• Experience interpreting and supporting IT and Business Processes.