Solution Manager - ICT Hosting Service

Solution Development

• Manage end-to-end ICT hosting service solutions, including:
• Private cloud
• Data center infrastructure
• Backup and storage systems
• Infrastructure-as-a-Service (IaaS) and related services.
• Design and implement scalable, secure, and cost-effective infrastructure solutions.

2. Service Delivery

• Ensure timely, scope-aligned delivery of services that meet defined SLAs and quality standards.
• Develop agile and efficient service processes; continuously update documentation and knowledge articles.
• Handle incident escalations and optimize support ticket lead times.
• Participate in and contribute to ICT service delivery projects.

3. Stakeholder Engagement

• Coordinate effectively with:
• Internal IT and business units
• External vendors and service providers
• Support the Service Manager and Service Owners in shaping the future strategy for ICT Production Hosting.

4. Service Management and Optimization

• Oversee the full lifecycle of ICT hosting services within the CMDB:
• Upgrades, patching, migrations, and decommissioning.
• Ensure proper software license and asset management.
• Monitor performance KPIs and drive continuous service improvements.
• Ensure compliance with baseline security standards and collaborate with the Security Team to address emerging threats.

5. Asset and Risk Management

• Operate hosting services with a focus on cost efficiency and performance optimization.
• Identify operational risks early and implement mitigation strategies for uninterrupted service delivery.

Qualifications and Skills

Required:

• Bachelor's degree in Computer Science, Information Technology, or related field.
• 10+ years of experience in ICT hosting services, cloud infrastructure, or similar domains.
• Demonstrated expertise in solution design, delivery, and lifecycle management.
• Strong knowledge of:
• Private/public cloud platforms
• Virtualization technologies (VMware, Hyper-V, etc.)
• Enterprise Data Center operations
• Proven ability to manage stakeholders across technical and business functions.
• Excellent written and verbal communication skills in English.

Preferred:

• Industry certifications such as:
• ITIL
• VMware (VCP)
• Microsoft (e.g., Azure Administrator, MCSA)
• Strong analytical, problem-solving, and risk assessment capabilities.

Key Competencies

• Strong balance of technical expertise and business acumen.
• Ability to collaborate cross-functionally and lead through influence.
• Strong organizational, planning, and project execution skills.
• A customer-centric mindset and the ability to foster a positive team culture.
• Deep understanding and application of ITIL practices in hosting service environments.