Responsibilities:

• Lead the Front Office team in monitoring and managing system performance.
• Escalate and manage incident resolution, ensuring effective communication with relevant teams.
• Use the ticketing system (Jira) for issue management and tracking.
• Train and support team members in troubleshooting issues.
• Coordinate with Back Office teams to resolve complex issues.
• Ensure up-to-date operational documentation.
• Preparing ad-hoc reports. 

Requirements:

• Strong leadership and team management skills.
• Proficient in incident management and monitoring tools.
• Ability to use ticketing systems like Jira.
• Proficiency in English for communication and documentation.
• Ability to work under pressure.
• Knowledge of ITIL frameworks.

Experience:

• 3 to 5 years of experience in IT operations, with at least 1 year in a leadership role.