Shift Manager | MICTS

I. PURPOSE

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

DUTIES & RESPONSIBILITIES

• Lead and manage 24x7x365 operations teams, ensuring operational efficiency, service reliability, policy compliance, and continuous service improvement.
• Oversee incident, problem, change, configuration, availability, capacity, risk, and SLA management, including escalation handling, service continuity, and root cause analysis for critical incidents.
• Manage client support operations, team performance, training, process improvement initiatives, and collaboration with internal and external stakeholders while maintaining professional representation of the organization.

QUALIFICATIONS
Education

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or related field.

Experience

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

Training / Certifications

• 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 an advantage.