Job Description

Our client is a leading data analytics and AI consultancy specializing in delivering end-to-end data-driven solutions — from data engineering and visualization to advanced analytics and AI implementation — empowering businesses to make smarter, faster decisions.

You will be responsible for managing the company’s internal IT infrastructure and operations, as well as leading the support team that provides post-implementation support to external clients. This role ensures operational stability, security, and responsiveness, while overseeing the resolution of client issues raised through the ticketing system after project deployment.

Internal IT Operations

• Manage and maintain the company’s IT infrastructure, including servers, networks, storage, virtualization, cloud, backups, and security systems.
• Oversee internal IT support for end-user devices, accounts, access, and software.
• Monitor system performance and conduct regular patching, updates, and preventive maintenance.
• Maintain IT asset inventory, license compliance, and documentation.
• Implement and enforce IT security policies and procedures aligned with ISO 27001 standards.

External Client Support (Post-Implementation)

• Lead the IT support team responsible for handling client support after project delivery.
• Serve as the escalation point for client support tickets, ensuring timely resolution and SLA compliance.
• Coordinate troubleshooting, root cause analysis (RCA), and permanent fixes for client-reported issues.
• Monitor ticket trends and recurring issues to propose preventive measures and service improvements.
• Maintain clear communication with client stakeholders regarding ticket status, response times, and resolutions.
• Ensure smooth handover from project teams to support teams for new clients.
• Solutions supported are primarily data engineering and data analytics platforms, involving technologies such as Cloudera, Snowflake, Talend, Tableau, Power BI, and RapidMiner.

Job Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Minimum 7 years of experience in IT operations or technical support, including at least 3 years in a leadership role.
• Prior experience in a vendor or managed services environment is preferred.
• Strong technical knowledge of Linux, infrastructure, networks, cloud, and support operations.
• Experience with ticketing systems, ITIL processes, and SLA-based environments.
• Excellent problem-solving, decision-making, and people leadership skills.
• Strong communication and client management abilities.

Skills