Role Overview
The role involves managing IT service requests and incidents through an official ticketing tool. Key responsibilities include user provisioning (onboarding and off-boarding) and managing workspaces across platforms such as Azure, Google Workspace, Jira, Slack, Looker, and others. The position also includes overseeing third-party application integrations on Azure and managing integrations between Google and other cloud platforms. Additionally, the role ensures effective license management for cloud services and provides user support for tools like Xcally in the Kuda Contact Center. The role also requires developing and maintaining policies, procedures, and standard operating manuals for the team.
Responsibilities
User and device access provisioning and management.
Provide first and second level support for official collaboration and
messaging tools.
Manage requests and incidents on official IT Service Management ticketing tool.
User provisioning (Onboarding and Off-boarding) and management of official workspaces: Azure, Google workspace, Jira, Nerve, Kuda Suites, Notion, Looker, Slack and other platforms for collaboration and messaging.
Manage 3rd party application integration On Azure.
Manage integrations from Google to other Cloud platforms.
Ensure effective license management for applicable cloud services.
Provide user support for Kuda Contact Center functional tools like Xcally.
Develop and manage relevant, updated, functional policies and procedures as applicable to the team.
Develop and manage functional standard operating manuals across all applicable processes.
Ensure the availability of an updated asset register
Put in place security configurations and settings across managed platforms in alignment with global standards.
Maintain current IT & Compliance processes
Identify system requirements, recommend technology purchases, plan, and implement services and technologies to improve security and efficiency
Participate in disaster recovery testing exercises and business continuity planning for business-critical systems
Requirements
B. Sc. (Computer Science)/B. ENG ; MCP, MCSE, A+ etc.
Minimum of 3 years total experience
Excellent Knowledge of Business Processes
Good Understanding of IT Governance
Strong Analytical and Numerical skills
Inquisitive, intuitive and excellent problem solving skills
Acquiring more skills in IT/Information management and personnel management.
Uderstannding of Windows Client and Servers Operating Systems
Understanding of Google workspace
Good Writing & amp; Communication Skills
Good personnel management skills
Apply via :
jobs.workable.com
