IT Service Operations Engineer

2 weeks ago

Kuwait City, Al Asimah HealthCare Dynamics Gen. Trading Company W.L.L Full time

Responsibilities -

  • Validate local products based on headquarters' architecture standards and execute procurement and device purchases.
  • Collaborate with headquarters and local service providers for the purchase, installation, configuration, and upgrade of network equipment and low-voltage systems.
  • Manage system integration projects to ensure solutions align with headquarters' technical requirements and optimize execution according to local needs.
  • Develop and implement localized IT solutions, ensuring maintenance and operations align with headquarters standards.
  • Monitor office network quality using headquarters' tools, gather user feedback, and implement improvements.
  • Track, manage, and inventory local IT infrastructure resources, resolve application issues, and ensure infrastructure integrity.
  • Manage onsite services including desktop operations, IT asset management, and maintenance of public IT services.
  • Coordinate local service provider resources for rapid problem resolution and efficient use of personnel and equipment.
  • Manage service SLAs, track performance, drive improvement projects, and ensure delivery quality.
  • Provide standard operating procedures and documentation support, regularly report progress on localized solutions to headquarters.
  • Understand onsite service needs through employee interviews and ticket analysis, continuously improve IT service and product experiences.
  • Manage service providers and team members, including workforce planning, recruitment, training, performance appraisal, and personnel development.

Qualifications -

  • Bachelor's degree or above, preferably in Computer Science, Information Technology, or related fields.
  • At least 3 years of experience in IT service management, with overseas work experience preferred.
  • Fluency in both Chinese and English, or Arabic and English, for effective communication is preferred.
  • Familiar with the processes and technologies related to desktop operations, asset management, and conference room operations.
  • Advantage with ITIL and PMP certifications.
  • Excellent communication and team management skills, capable of working in a multicultural environment.
  • Strong problem-solving skills、quick response capabilities and project collaboration skills.
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