VAM Systems is currently looking for Team Lead – IT Operations for our UAE operations with the following skill set and terms and conditions:

Qualifications:

Desirable:

• A bachelor’s degree or master's degree in a related field.
• Advanced ITIL certification (e.g., ITIL V4 Foundation and ITIL V4 Managing Professional).
• Experience in a pharmaceutical or biotechnology environment.

Main Responsibilities:

• Oversee the implementation, management, and improvement of ITIL processes including Incident Management, Problem Management, Change Management, and Service Request Management.
• Ensure all ITIL processes are adhered to and continuously improved to meet operational requirements and best practices.
• Collaborate with other teams to implement solutions in alignment with ITIL practices and business needs.

• Administer and maintain Office 365 environments, including Exchange Online, SharePoint, Teams, and OneDrive for Business.
• Manage user accounts, licenses, security settings, and troubleshoot issues related to Office 365 services.
• Provide end-user support and training related to Office 365 applications.
• Facilitate communication with the global team and help conflict resolution, if conflicts arise, escalate issues and seek resolution.
• Facilitate sign offs and Completion of Trainings within the stipulated timelines.
• Work closely with Line of business.
• Support and monitor cloud-based solutions and engagements, including cloud platforms.
• Participate in cloud migration projects and other cloud-based initiatives.
• Oversee and provide level-1 support for GxP and GMP systems, ensuring compliance with relevant regulations and internal standards.
• Address and resolve system issues promptly to ensure minimal disruption to business operations.
• Maintain system documentation and ensure proper tracking of incidents related to GxP and GMP systems.
• Oversee and ensure the smooth operation of the IT ticketing solution.
• Ensure that support tickets are properly logged, categorized, prioritized, and resolved in a timely manner.
• Monitor and analyze ticket trends to identify recurring issues and work on preventive measures.
• Lead and mentor a team of IT support professionals, ensuring efficient task distribution and timely resolution of issues.
• Foster a collaborative and high-performing team environment.
• Provide guidance, training, and development opportunities for team members.
• Provide regular reports on incident trends, SLA performance, system issues, and cloud engagement statuses to leadership.
• Maintain detailed and up-to-date documentation for all systems and processes under your purview.
• Ensure that all IT operations and systems adhere to regulatory standards, including GxP, GMP, and internal security policies.
• Collaborate with IT Security teams to ensure that security requirements and best practices are met.
• Manage IT asset lifecycle, including procurement, tracking, deployment, maintenance, and decommissioning of hardware and software assets.
• Ensure proper recording and tracking of all IT assets in the asset management system.
• Conduct regular reviews and audits of IT assets to ensure accuracy, optimize asset utilization, and mitigate risks associated with underutilized or obsolete assets.

Requirements (Knowledge, Skills & Attributes)

Essential:

• Bachelor’s degree in Information technology, Computer Science, or related field (or equivalent work experience).
• 10+ years of experience in IT operations, with at least 2 years in a Team Lead role.
• Strong knowledge and experience with ITIL processes and service management frameworks.
• Experience with Office 365 administration, including Exchange, SharePoint, Teams, and OneDrive for Business.
• Experience supporting cloud environments, such as AWS, Azure, or similar platforms.
• Solid understanding of GxP and GMP compliance and system support.
• Hands-on experience with IT ticketing solutions (e.g., Manage Engine ).
• Strong communication, leadership, and team management skills.
• Ability to work in a fast-paced, dynamic environment and handle multiple tasks simultaneously.
• ITIL certification is highly desirable.
• GxP/GMP knowledge or certification is a plus.

Joining time frame: (15 - 30 days)