Professional IT Support

Overview

In this role you will oversee IT Infra Run activities (Tier 1&2) to ensure service performance aligns with expectations across EMEA, North Cluster. You will maintain an operational structure, drive SLA adherence, and coordinate with global IT standards. You will act as a technical escalation point and coordinate with cross-functional IT teams to share best practices and ensure smooth asset deployment and SOPs. The role offers impact through improving service delivery, stakeholder engagement, and regional alignment with ITSM guidance.

Responsibilities

• Maintain Tier 1&2 support operations with a user- and infrastructure-focused approach
• Ensure SLA targets and ITIL-based processes are followed across EMEA, North Cluster
• Develop and nurture relationships with stakeholders to meet performance expectations
• Coordinate with IT Infra teams across clusters for best-practice sharing and collaboration
• Collaborate with IT teams for proper support, asset deployment, and SOPs in the region
• Serve as escalation point for IT Infra Run within EMEA, North Cluster
• Ensure quality and delivery of technology support services and timely communication to end users and teams
• Act as the primary contact for IT Infra Run in the region

Key requirements

• ITIL/ITSM guidance adherence
• SLA management experience
• stakeholder relationship development
• cross-cluster collaboration
• escalation handling
• regional IT operations coordination
• asset deployment and SOP understanding
• strong communication skills

• communication
• stakeholder management
• collaboration
• ITIL standards
• ITSM guidance
• Tier 1&2 support

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