Job Objective:
The role is responsible to support the development, upkeep and maintenance of IT infrastructure and operations in order to provide a professional and efficient problem resolution service to users of Infrastructure systems and to contribute to efficient and effective management of IT operations enabling business operations and services
Primary Responsibilities:
Strategic:
• Assist the Sub-Function Managers in preparing the strategy and the strategic initiatives for the sub-function aligned to the Functional Strategy
• Support in monitoring, tracking and reporting performance against strategic initiatives
Financial:
• Assist the Sub-Function Managers in preparing the budget for the sub-function
• Support in monitoring and tracking adherence to the approved budget
Operational:
• Implement plans and activities for IT infrastructure and operations within stipulated timelines as per IT strategy and organizational priorities
• Retire and test IT services and solutions architecture
• Undertake change Management activities pertaining to planning for change deployment, communicate changes to stakeholders, train impacted users, cooperate in administering and initiating change schedule, verify if changes have been effected
• Perform IT operations support services like handling availability, performance and backup/ recovery
• Manage incidents and inquiries reported to the IT helpdesk as per defined SLAs
• Ensure that IT Helpdesk customers are kept fully informed of progress with their specific problems according to agreed reporting procedures.
• Deliver assigned deliverables associated with customisation, implementation and support of IT Support Management Systems on time to required quality and standards.
• Use methods and procedures used in customization, implementation of IS Support Management Systems adhere to accepted local and de facto IT standards.
• Coordinate the development and review of SLA with other areas and ensure that the Stats & SLA requirements are created, produced and met.
• Carry our analysis of goals, the source of any problems or event of unexpected errors are with the help of dedicated special tools.
• Assist in future development, enhancements and maintenance of IS helpdesk call management /tracking system
• Contribute to development and implementation of robust processes to ensure that a high quality service is provided to both internal and external customers.
• Assist to communicate and continually refine the IT operations and support methodology and framework.
• Contribute to the evaluation of vendor proposals covering functional, technical and contractual/commercial aspects.
• Liaise with suppliers and other departments to ensure issues are resolved.
• Implement procedures and controls at each functional process, such that all relevant procedural / legislative requirements are fulfilled while delivering a quality, cost effective service to internal customers
• Provide relevant information to address employee queries related to functional area
• Assist in providing required information to internal and external auditors
People:
• Take ownership for attending the trainings as per the plan
• Take ownership for completing PMS process, employee engagement surveys in time
• Continuously share the knowledge and understanding of the telecom industry and business trends