Job Description

Key Responsibilities:

a. Operations & Service Delivery Oversight

  • Supervise daily service operations across L1/L2/L3 teams.
  • Ensure tickets and service requests are handled within SLA/OLA targets.
  • Monitor queue, backlog, and workload distribution.
  • Enforce adherence to ITIL processes and operational standards.
  • Ensure service quality and customer satisfaction are maintained.

b. Incident & Escalation Management

  • Act as the first point of escalation for complex or high-priority incidents.
  • Oversee major incident handling and ensure timely resolution.
  • Coordinate with engineers, vendors, and stakeholders during incidents.
  • Ensure proper escalation, communication, and documentation.

c. Team Supervision & People Management

  • Supervise and support L1/L2/L3 engineers (Network, HCI, etc.).
  • Monitor team performance, productivity, and SLA...

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