Protech Assistant Manager

Job Description

• Assist in technical day-to-day ICT infrastructure, Managed Services, and Internal IT operations to ensure high availability, performance, and reliability.
• Plan, coordinate, and support the delivery of ICT and Managed Services projects, ensuring alignment with client requirements, timelines, and service-level agreements (SLAs).
• Lead and support Protech and Internal IT teams by assigning tasks, monitoring performance, and ensuring effective collaboration to meet service delivery goals.
• Manage the provisioning, monitoring, and continuous improvement of Managed Services (e.g., cloud, network, cybersecurity, IT support), ensuring compliance with ITIL or similar frameworks.
• Act as a point of contact for clients and internal stakeholders to understand business needs, provide updates, and ensure service expectations are met.
• Provide advanced technical support for escalated issues in ICT systems, networks, or applications, working with vendors and internal teams to resolve problems.
• Monitor service performance and prepare regular reports on system health, incident resolution, and SLA compliance for internal review and client reporting.
• Identify areas for operational improvement within ICT, Managed Services and internal IT environments, proposing and implementing enhancements to improve efficiency and service quality.
• Maintain accurate documentation of systems, processes, project plans, and service records to support knowledge sharing and compliance.
• Ensure all ICT, Managed Services, and Internal IT operations follow regulatory, security, and compliance standards, mitigating risks through proactive measures.
• Assist in resource allocation, capacity planning, and budgeting for ICT, Managed Services and Internal IT initiatives.
• Support onboarding, training, and continuous skill development for technical staff to ensure they stay up to date with current technologies and best practices.

Job Requirement

• Bachelor's degree in information technology, Computer Science, Engineering, or a related field.
• Relevant certifications such as ITIL, CompTIA, Cisco (CCNA/CCNP), Microsoft (MCSA/MCSE), or equivalent is an advantage.
• Solid understanding of ICT infrastructure (servers, networking, cloud platforms, cybersecurity, etc.).
• Hands-on experience with Managed Services tools and practices (e.g., remote monitoring, ITSM platforms, backup solutions).
• Knowledge of service delivery frameworks such as ITIL or COBIT.
• Proficiency in troubleshooting and resolving hardware, software, and network issues.
• Familiarity with cloud technologies (AWS, Azure, Google Cloud) and virtualization (VMware, Hyper-V) is a plus.
• Experience supervising or coordinating technical teams.
• Strong planning, prioritization, and task management abilities.
• Proven ability to manage multiple projects or service streams simultaneously.
• Experience with vendor and stakeholder coordination.
• Strong written and verbal communication skills in English (and local language, if applicable).
• Ability to explain complex technical concepts to non-technical stakeholders.
• Customer service-oriented mindset with experience in client-facing roles.
• Excellent analytical and critical thinking skills for diagnosing and resolving technical issues.
• Ability to assess risk, make sound decisions, and recommend effective solutions.
• Typically, 3–5 years of experience in a technical support, system/network administration, or similar role.
• At least 1–2 years in a supervisory, lead, or assistant manager capacity, preferably in an ICT or Managed Services environment.
• Willingness to work flexible hours or be on-call, as required by operational needs.
• Strong documentation skills and familiarity with service management