Managing Consultant Delivery & Consulting – System Limited – Karachi – Pakistan

System Limited invites applications for Managing Consultant Delivery & Consulting in Karachi, Pakistan

Job Title:

Managing Consultant Delivery & Consulting

Location: Karachi

Job Summary:

We are seeking a highly skilled and experienced Service Desk Lead to oversee our IT Service Desk operations. The ideal candidate will have over 5 years of experience managing a service desk or IT Network Operations Center (NOC) for a reputable firm or bank. This role requires advanced ITIL certification, strong administration skills in Jira and Confluence, hands-on experience with monitoring tools, a thorough understanding of IT infrastructure and applications, and knowledge of Temenos.

Key Responsibilities:

1. Service Desk Operations:
   • Oversee the daily operations of the IT Service Desk, ensuring efficient and effective incident resolution.
   • Manage ticketing systems, ensuring tickets are handled promptly and accurately.
   • Monitor and report on key performance indicators (KPIs) and metrics.
2. ITIL Implementation:
   • Implement and maintain ITIL processes and best practices within the Service Desk.
   • Ensure continuous service improvement through regular reviews and process enhancements.
   • Manage change, incident, problem, and service request processes in alignment with ITIL standards.
3. Process Documentation:
   • Develop, document, and maintain Service Desk processes and procedures.
   • Ensure all documentation is up-to-date, accurate, and accessible to the team.
   • Train staff on new processes and updates to existing procedures.
4. Customer Service:
   • Ensure high levels of customer satisfaction through effective service delivery and customer engagement.
   • Handled escalated customer issues and complaints, providing resolution and follow-up.
5. Collaboration and Communication:
   • Work closely with other IT teams and departments to ensure seamless service delivery.
   • Communicate effectively with stakeholders, providing updates and reporting on Service Desk activities.
6. Leadership and Management:
   • Lead and manage the Service Desk team, providing guidance, mentoring, and support.
   • Ensure that the team meets performance targets and Service Level Agreements (SLAs).
   • Conduct regular performance reviews and provide feedback to team members.
7. Jira & Confluence Administration:
   • Administer Jira and Confluence platforms, ensuring they are configured to meet the needs of the Service Desk.
   • Develop and maintain workflows, dashboards, and reporting in Jira.
   • Manage user access and permissions in Jira and Confluence.
8. Monitoring Tools:
   • Utilize monitoring tools to oversee the performance and availability of IT systems.
   • Respond to alerts and take proactive measures to prevent service disruptions.
   • Analyze monitoring data to identify trends and areas for improvement.
9. IT Infrastructure and Temenos Applications:
   • Maintain a thorough understanding of the organization’s IT infrastructure and applications.
   • Collaborate with other IT teams to ensure seamless integration and operation of systems.
   • Provide technical guidance and support to the Service Desk team.
   • Apply understanding of Temenos banking software in managing and resolving service desk issues.
   • Liaise with relevant stakeholders to address and resolve Temenos-related incidents.

Qualifications:

• Experience:
  • 5+ years of experience managing a service desk or IT NOC in a reputable firm or bank.
  • Proven leadership and team management experience.
  • Extensive experience with ITIL processes and best practices.
• Certification:
  • ITIL Advanced Certification (e.g., ITIL Expert or ITIL Managing Professional).
  • Technical certifications will be a plus.
• Technical Skills:
  • Strong administration skills in Jira and Confluence.
  • Hands-on experience with monitoring tools.
  • Thorough understanding of IT infrastructure and temenos applications.
• Soft Skills:
  • Excellent communication and interpersonal skills.
  • Strong problem-solving and decision-making abilities.
  • Ability to work under pressure and manage multiple priorities.

Education:

• Master’s degree in computer science, Information Technology, or a related field is preferred.

Working Conditions:

• This role may require occasional evening or weekend work to meet deadlines or support critical incidents.
• On-call availability may be required.

How to Apply: