Responsibilities:

• Lead and manage the Technical Support team, ensuring high service quality and accountability
• Own and operate ITSM processes: Incident, Problem, Change, and Service Request management
• Act as the primary escalation point and lead major incident management
• Ensure SLA compliance and timely resolution of critical issues
• Drive continuous improvement through root cause analysis and process optimisation
• Collaborate closely with Infrastructure, Security, Engineering, and Platform teams
• Maintain clear documentation, runbooks, and knowledge base articles
• Monitor performance, report KPIs, and communicate service status to stakeholders

Qualifications:

• 5+ years’ experience in IT Support / IT Operations, with at least 2 years in a managerial role
• Strong knowledge of ITSM / ITIL practices
• Experience managing support teams in a high-availability or regulated environment
• Hands-on experience with ITSM tools (e.g. Jira Service Management, ServiceNow)
• Excellent leadership, communication, and stakeholder-management skills
• Ability to remain calm and decisive during high-pressure incidents
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