Key Accountabilities/Responsibilities
- Responsible for creating, implementing, and maintaining healthy IT systems and infrastructure in production.
- Be an integral part of the strategic Business automation and continuity support function and keep the CIO fully briefed on all incidents affecting the IT establishment in the company.
- Manage Enterprise business system, network, and office application support and maintenance.
- Oversee the daily operations of the IT Operations department to ensure the functionality, availability, and security of IT systems, data, backups, and communications; troubleshoot and remediate issues that arise.
- Work with IT Security team to implement and operationalize IT security controls
- Develop and manage annual IT recurrent budgets and procure IT equipment and professional services in accordance with Procurement and Contracting Policy
- Manage IT vendors, contracts, and service level agreements and perform vendor risk assessments
- Develop IT Operations policies, processes, and procedures and provide internal training to the department and impacted end users
- Certify and maintain business continuity and disaster recovery standard for IT Systems and Participate in internal and external audits.
- Align IT infrastructure with current and future business requirements and strategic goals.
- Measure and report on operations systems and IT Vendor performance against agreed metrics ensuring service recovery measures and penalties are enforced.
Knowledge, Skills, and Experience
- Bachelor’s degree in Computer Science, Information Technology, or equivalent.
- Certificate in MCSE, ITIL, and CCNA
- Knowledge and/or training in Cyber Security
- At least 3 years experience in IT Operations and support function, 3 as a manager in systems administration, Database administration or Network Support
- At least 2 Years experience as an ITIL practitioner
- Microsoft 365 Platform, including Azure, Exchange, SharePoint, OneDrive, and Office.
- Strong technical knowledge of network and server operating systems.
- Experience with support of Windows Operating Systems, Oracle DBA, SQL Server, and Active Directory.
- Proven experience in IT infrastructure planning, development, and operations Virtualization.
- Enterprise Backup, Replication Business Continuity, and Disaster recovery mitigation and response
- Leading under high pressure in a 24/7 operation
- Resource and Team mobilization and motivation
- Holding others to account for delivery.
- Desire to Delight both internal and external customers.
- Working together as one
Key Performance Indicators
- ITIL Service Management Compliance
- Adherence to SLA and OLA
- Availability, reliability, and integrity of Enterprise business applications meeting set standards.
- Corporate Data meets availability, integrity, and portability
Job Challenge(s):
- 24/7 availability of resources, IT Systems, and services accessible globally
- Shortest recovery after failures
- Stakeholders and vendor management
- Budget, time, and scope management
- IT Inventory catalog management, including distribution and disposal
