Lead Systems Engineer
Position Purpose
This role manages day-to-day IT service operations, ensuring incident resolution, change control, and user satisfaction across the organization. It maintains ITSM tools, monitors SLAs, and drives process improvement based on ITIL principles.
Job Responsibilities
- Oversee incident, request, problem, and change management operations.
- Lead the IT Service Desk to ensure high responsiveness.
- Monitor SLA compliance and generate performance reports.
- Improve ITSM processes and dashboards.
- Coordinate with internal teams and vendors.
- Maintain documentation and knowledge base.
- Ensure asset compliance and manage licenses.
- Manage IT service budgets and training plans.
- Support audits and enforce IT standards.
- Participate in procurement, asset tracking, and disposal.
- Oversee network health (LAN/WAN/Wi-Fi), server uptime, endpoint devices, and plant-specific technology (e.g., ERP, MES).
- Manage cybersecurity implementations at plant level.
- Active participation in projects or any change implementation.
Key Result Areas (KRAs)
- SLA adherence rate
- User satisfaction score
- Service request closure time
- Audit findings and compliance
- Asset and license utilization rate
- Network/System Uptime
Job Requirements
Education and Required Qualification
- Master's in IT, MIS, or related field
- Bachelor's in Computer Science or relevant discipline
- ITIL Foundation certification
- Sound Knowledge of 'Cisco Network'
Experience
- 8+ years in IT service operation
Additional Requirements
- Service Desk Management
- Asset and License Control
- Reporting and SLA Monitoring
- Communication and training
- Analytical and process-oriented
How to Apply
Interested candidates are requested to submit their updated resume to jobs@qcollection.com with the subject line 'Application for Lead Systems Engineer'
Jinadasa Bennett (Private) Limited | (Reg. No. PV 3038)
Registered Address: No. 33, The Atrium building, 2nd Floor East Area, Balapokuna Road, Colombo 5, Sri Lanka