Job Description:
Position Title: Senior IT Executive
Department: Information Technology (IT)
I. Job Purpose
The Senior IT Executive is responsible for managing and supporting IT operations, ensuring the smooth functioning of IT systems, and fostering effective communication between business users, IT teams, and external vendors. The role includes incident management, request fulfilment, first-level IT security support, and system troubleshooting. Additionally, the Senior IT Executive contributes to IT process enhancement, reporting, and user training while adhering to organizational policies and standards.
II. Key Responsibilities
IT Operations (85%)
Manage incident and request tickets raised by business users and ensure timely resolution.
Collaborate with helpdesk, regional second-level and third-level support teams, external vendors, and HQ IT teams to resolve system issues and maintain process efficiency.
Respond to user inquiries regarding IT systems usage and provide first-level support for IT security incidents.
Create, maintain, and optimize SQL-based reports to support business needs.
Troubleshoot IT system issues, ensuring minimal disruption to business operations.
Oversee IT processes, including Incident Management, Change Management, Demand Management, Request Fulfillment, and Security Policy compliance.
Participate in conference calls for incident management and release management to ensure alignment with global IT standards.
Act as the primary point of contact for first-level support for all IT systems, implementing and maintaining support and maintenance processes.
Other Tasks (15%)
Generate and maintain IT reports to track KPIs and showcase IT performance on a regular basis.
Collaborate with the IT team to enhance technical knowledge and stay updated on newly implemented systems.
Conduct IT training sessions for business users on cybersecurity topics and system enhancements.
Document new guidelines, system designs, and IT processes to ensure knowledge sharing and compliance.
Qualifications
Education & Work Experience
Education: Bachelor's degree in Computer Science, Computer Engineering, Informatics, or Information Management.
Work Experience: Minimum of 6 years of experience in helpdesk support, onsite IT, and server management.
Cross-Cultural Experience: Proven ability to work effectively in multi-disciplinary and multi-cultural teams.
Technical Skills & Knowledge
Strong knowledge of IT systems, including scripting, networks, web applications, middleware, servers, and APIs.
Proficiency in MS SQL and MS Dynamics 365 Business Central (D365 BC).
Experience with cybersecurity incidents, application recovery, data deletion concepts, data retention policies, and deployment processes (SIT, UAT).
Familiarity with ITIL processes and implementation.
Knowledge of automation tools for operational process improvements.
Professional & Interpersonal Skills
Excellent interpersonal and communication skills to work effectively with diverse stakeholders.
Strong analytical and problem-solving skills.
Ability to train and mentor users on IT systems and cybersecurity topics.
Proactive attitude with the ability to manage multiple tasks simultaneously.
Key Performance Indicators (KPIs)
Incident Resolution: Percentage of tickets resolved within SLA timelines.
System Availability: Uptime and reliability of IT systems.
User Satisfaction: Feedback from business users on IT support services.
IT Reporting: Accuracy and timeliness of IT performance reports.
Training Effectiveness: Number of users trained and their feedback on IT training sessions.
Compliance: Adherence to ITIL processes and security policies.
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