Responsibilities:
- Accountable for day-to-day operational activities in systems, to ensure optimum system performance and determine the system strategy for business continuity.
- Review, implement and uphold the effective implementation of IT policies and operations protocols.
- Lead a team of Operational/ Technical Engineers to work with outsourced service providers and stakeholders in delivering operational objectives e.g. supporting data transfers from source environment, supporting the review and installation of codes and libraries for users, supporting specialist tech support to help users in their analysis, supporting vetting of models, algorithms where needed.
- Review and plan for systems integration efforts to ensure the system is built in an efficient and robust manner towards a high level of maintainability, reliability and availability based on established guidelines and best practices.
- Monitor and ensure Service Desk operations are functional, assist and triage issues.
- Review and ensuring backup solution for data and system are in place
- Responsible for ensuring data pipeline in operational state and ensuring data integrity and accessibility.
- Manage application/platform and security incidents, work with various internal teams and vendors to resolve issues on a timely basis to meet SLA, escalating to higher management if necessary. Reporting of incidents, short and long term incident resolution plans at appropriate forums.
- Accountable for maintaining and tracking asset inventory management to ensure all assets are accounted for.
- Ensure that Standard Operation Processes (SOPs) are properly documented and complies with audit requirements.
As a Manager, Technical Support, you need to bring to the team:
- Degree in Computer Science/Engineering, Information Technology, or in relevant disciplines.
- At least 6 years of working experience in IT operations and vendor management
- Proactive and dedicated individual with strong leadership, and multi-tasking capabilities
- Ability to build and maintain relationships with a wide array of people at both junior and senior levels
- Experienced in and ability to navigate the Public Agency IT/System environment is preferred.
- Experience in data analytics systems is preferred.
- Experience in running incident, problem and change management processes.
In-depth hands-on experience in:
- Implementing processes as per ITIL framework.
– incident, problem and change management, service transition.
- Familiarity with security and access control measures to control privileged access to test and production environment.
- Experience in networking technologies such as WAN, LAN, Network Security, Firewall rules, Load Balancers, VPNs and DNS.
- Knowledge of disaster recovery, system backup and restore
- Experience with cloud-based services (e.g. AWS, Azure) and project management tools (e.g. Atlassian, JIRA) are an added advantage
- Experience with setting up and or running operations for research projects, and machine learning platforms will be an advantage.
