Job Title: Manager, IT Operations Job Description **Main Responsibilities** + Managing a team of local IT Ops technicians. + Ensuring the upskilling of the IT Ops team. + Ensuring the respect of the response and resolution SLAs for incident and requests tickets. + Active participation in delivery and execution of the Incident Management process. In case of Sev1 incidents, validate from production floor all the artifacts and extract details like Ping/Trace Route and initiate troubleshooting session with all platforms to isolate the problem. + Ensure completion/addition/modification of Backup is managed & monitored daily. + Solutioning and supporting new Transitions on Image & Desktops Readiness. + Ensuring all PCI accounts are IT security compliant following PCI guidelines within the spans. + All security controls are implemented starting from Active Directory group policy deployment on all production desktops from the active directory + BCP test for IT infrastructure, links/firewalls specific to all accounts. Performing failover tests for Firewall, Network, Servers AD/DNS/DHCP services, PA & BA switch testing to ensure we are compliant with BCP guidelines and contractual obligations to the customer. + Ensure compliance & security for the site. Maintaining system compliance & audits following COPC, ISO 27001, Iso 9001 standards & ensure 100% contract compliance. + Muster L2 / L3 support for all network, server & voice infrastructure for CNX and client owned equipment as applicable. + Daily, weekly, monthly review of all pending tickets within the span + Site Hardening testing. + Ensure validation and corrective actions including validation of controls like printer permissions, AD Users & computers permissions for restriction of c: guide permission, saving rights, software installation rights & software deployment on desktops. **Qualifications and Experience Required** + 8+ years' experience supporting desktop/laptop hardware and software in a Windows-based PC/LAN environment or equivalent + B2 level minimum in English + Bachelor's Degree/Post Graduate (Or equivalent) + Knowledge of Windows, Network, Voice + Knowledge of ITIL V4 Framework + Proven problem management, incident management, customer/client management, change management, RCA and ticket analysis experience. + Intermediate understanding of Enterprise Networks, Active Directory set up & Windows servers + Demonstrable experience in ticket resolution using Remedy and ITIL based framework, maintaining systems compliance and audits as per ISO/IEC 27001:2013, ISO 22301 Business Continuity & PCI + Flexibility to stretch & deliver within timelines. + Validation & updation of images & documents on WDS to ensure all images are updated with latest patches, customer software, Service Packs etc. + Measure & support b/w use of accounts and monthly reporting for bandwidth use. + Validation of Client Asset/Software with client and ensuring all of these assets are a part of inventory. + Update Daily/Monthly/Quarterly/Half Yearly/Yearly Health Checklist. + Manage Local DHCP/File server for service delivery location as daily operation to support Business. + Achieve and Maintain high IT VOC scores. Action planning for identified areas. + Supporting a site running 24/7 Location: MAR Marrakech - 70, Quartier Industriel Sidi Ghanem Language Requirements: Time Type: **If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents (https://www.concentrix.com/resource/job-applicant-privacy-notice-for-california-residents/)**