Overall Purpose
Manage all aspects of IT operational support (Servers, Network, Telco) across the country, including local area and wide area networks (voice/data), operating platforms and all associated servers, hardware, power & facilities to ensure service quality to end-users/clients is maintained at high levels.
Key Responsibilities
Service Strategy
- Manage the installation, upgrading, operation, control, maintenance and effective use of IT infrastructure components with the country, ensuring that agreed service levels are met and all relevant procedures are adhered to.
- Manage resources (including vendors) needed for the operational delivery of information and communication services within the country.
Service Design
- Implement Group policies and processes for the monitoring, measurement, reporting and continuous improvement of service and component availability.
- Ensure that service delivery in the country is monitored effectively and that identified actions to maintain or improve levels of service are implemented.
- Ensure the correct implementation of Group capacity management standards and procedures within the country, working with business users to implement short and medium term modifications to demand.
- Contribute to the improvement of service and component availability, including the investigation of all breaches of availability targets and service non-availability, with the instigation of remedial activities in the Region.
- Manage the diagnosis of service delivery problems in the country and initiate actions to maintain or improve levels of service.
- Establish and maintain operational methods and procedures in country and review them regularly for effectiveness and efficiency.
- Manage arrangements for disaster recovery within the country together with supporting processes and manage the testing of such plans.
Service Transition
- Control IT assets within the country, ensuring that administration of the acquisition, storage, distribution, movement and disposal of assets is carried out.
- Ensure registers and histories of authorised assets are properly maintained (including secure master copies of software, documentation, data, licenses and agreements for supply, warranty and maintenance), and verifies that all these assets are in a known state and location.
- Ensure that there are no unauthorised assets such as unlicensed copies of software.
- Manage the assessment, analysis, development, documentation and implementation of changes based on requests for change applicable to the country.
Service Operation
- Contribute to the planning of the installation and testing of new versions of system software within the country, overseeing the implementation and resolution of potential and actual service problems.
- Ensure that all identified breaches in security are promptly and thoroughly investigated, that any system change required to maintain security are implemented, and that security records are accurate and complete.
- Ensure compliance to Group application support processes, and check that all requests for support are dealt with according to agreed procedures.
- Review capacity, performance, availability and other operational metrics and take appropriate action to ensure corrective and proactive maintenance of storage and backup systems to support the requirement to protect business information.
- Participate in service improvement in the country/cluster and contribute to the planning and implementation of new installations, scheduled maintenance and changes within the system.
- Ensure that appropriate action is taken to anticipate, investigate and resolve problems in systems and services, ensuring that such problems are fully documented within the relevant reporting system.
- Ensure that incidents and requests are handled according to agreed procedures and that documentation of the supported components is available and in an appropriate form for those providing support
- Ensure compliance to Group standards, processes and documentation for data centres, including the optimisation of data centre space.
Financial Management of IT
- Participate in the IT procurement process with business owner(s) and Legal, from clarifying a specification to placing contracts, including identifying opportunities for business improvement.
Supplier Relationship Management
- Maintain and deploy mechanisms that lead to positive relationships between the business and offshore/onshore suppliers
Requirements
- Minimum Diploma /University graduate preferred in Computer Science/Information Technology or equivalent.
- Professional qualifications such as MCSE, ITIL, CCNA will be an added advantage
- Min 5 years working experience as IT Engineer, preferably in MNC 24x7 environment
- A good technical background with a high level of skills in network, server and desktop products.
- Windows Servers (Windows 2012, 2016), Back-up (Veritas Back-up) VMWare, Cisco Network Switches, Nice in contact
- Understanding of industry ITSM best practices
- Demonstrated IT operations & vendor management experience in distributed environment
- Experience with a Microsoft-centric environment
- A good knowledge of all aspects of networking and web-based technologies.
- Proven experience in systems administration & IT facility management.
- A good understanding of Telco system and other communication technologies.
- Excellent oral and written communication skills.
- Personable, conscientious, ability to cope with pressure and to prioritise work.
- Strong customer service focus.
- Independent and able to complete assigned task without much guidance
