Roles and Responsibilities:
During IT Incidents
- Serves as POC to GCIO, users and cluster management
- Team wit IPM team to restore service as soon as possible
- Work with GCIO on crisis management
- Perform Root Cause Analysis together with the involved parties
Daily BAU
- Review and analyse cluster's IT Health status reports and develop plan of action
- Responsible for timely reports of SLAs and operational KPIs
- Liaison to support Service Ops, day-to-day ground changes and requests in end-user computing needs
- Support GCIO, Institution Directors/Leads and collaborate with infrastructural Services for IT workplan
General
- Reports directly to GCIO
- Work as a team with Service Ops Director
- Cost / budgeting for new YR
- handle opearational issues/escalation
- develop paper for purchasing of services/hardware
- liaise with entities finance / procurement for budget, billing, procurement matters
- able to work in an environment where request are adhoc basis (but with priortization)
- familiar with ITSM processess/tools i.e. ServiceNow, Bigfix
- Manage infra-structure teams work assignments under his care
- SLA reporting and stakeholders management
Requirements / Qualifications:
- Diploma/Degree in related field of studies, i.e. Computer Science, Computer Engineering
- Minimum 7 years' experience in IT related field
- have experience managing a smail team of engineers (BAU)
- Able to work under conditions where demands are adhoc but with priority
- Able to manage multiple projects
- Experience in processing of award papers for purchase of hardware and services for MOHH. Includes seeking approvals with various C-levels for the award paper, verifying with finance on sufficient budget, liaising with procurement of PO issuance until delivery of the hardware/services
Familiar and have hands on experience with:
- ITSM process/tools
- costing & budgeting, SLA reporting
- Incident / problem mgmt
- Change process
- Stakeholder and vendor management
- IT Helpdesk process/procedures
- Access Management
- Software Distribution Management
