Job Description

  • Supervise and provide mentorship to the team of technical support engineers and systems administrators, fostering professional growth and ensuring that all service-level agreements (SLAs) are met with high standards of client service.
  • Direct the technical operations team in delivering comprehensive managed IT services, guaranteeing adherence to client requirements, industry standards, and the organizations internal guidelines.
  • Oversee and manage the incident escalation process, ensuring rapid issue resolution and implementing proactive problem management strategies to prevent recurring issues and minimize client impact.
  • Continuously develop and enhance operational processes to improve service efficiency, uphold consistent delivery standards, and ensure compliance with ITIL best practices.
  • Serve as the primary liaison for key client accounts, handling escalations with professionalism and facilitating proactive communication and detailed reporting ...

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