Cellulant – Service Operations Shift Lead.

Get a free C.V. review by sending your C.V. to submitcv@careerassociated.com or click the following link. Submit C.V.! use the subject heading REVIEW.

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Job Summary

This is a role in technology where the holder will be responsible to lead and drive activities guided by key processes in order to meet and maintain service levels and improve customer delight: Incident management, issue detection, monitoring and knowledge management efforts to aid in faster issue detection and diagnosis.


  • Manage the performance of services to clients as per agreed contract and ensure that unplanned downtimes are eliminated and/or their impact reduced.
  • Incident management: Fast and accurate detection and troubleshooting of issues to meet customer
  • Accurate ticketing for all issues while ensuring timely and proper communication to all stakeholders at all
  • Timely escalation and follow through of support
  • Monitoring and knowledge management efforts to aid in faster issue detection and
  • Knowledge management for the support team through the identification of knowledge
  • Contributing towards training and forums for team Knowledge
  • Training of new


  • At least 3 years’ experience working within a busy IT Service operations/Desk
  • Proficiency in Linux, MySQL is
  • Working knowledge of databases, networks and security standards and application development is a clear
  • Deep experience of common service desk and monitoring tools such as Nagios, Cacti, Newrelic, Zabbix or
  • Experience with automated systems, scripting, software development disciplines like python, php, Puppet, Terraform,
  • Ability to win in a highly collaborative
  • Working knowledge of Information Service Management industry standards such as ISO 20000, ITILv3/4
  • BS in Computer Science or related industry/field or equivalent experience (IT, Electrical/Computer Engineering, Information Systems, telecommunications).
  • Certification ITIL v3/4 will be an added
  • Act as incident commander for all major service
  • Prompt detection of all support
  • Quick and accurate troubleshooting and diagnosis of
  • Timely ticket resolution and closure within
  • Adequate relevant knowledge in delivering
  • Accurate assignment and escalation of service issues
  • Attributes we are looking for:
  • Excellent communication and interpersonal
  • Leadership
  • Problem solving
  • Ability to teach and mentor.

How to Apply

Send your CV in PDF, email subject: Service Operations Shift Lead to jobs@cellulant.com by 1st of April 2021

Hiring will be done on a rolling basis. Only shortlisted candidates will be contacted.





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