Position & Company summary
Infra Services Lead
Supporting the heath tech company.
During IT Incidents
- Serves as POC to GCIO, users and cluster management.
- Team with IPM team to restore service as soon as possible.
- Work with GCIO on crisis management
- Perform Root Cause Analysis together with the involved parties.
During Peacetime
- 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
- Familiar and have hands on experience with
- ITSM process/tools
- costing & budgeting
- SLA reporting
- Incident / problem mgmt
- Change process
- vendor management
- IT Helpdesk process/procedures
- SLA management
- Access Management
- Manage a smail team of engineers (BAU)
- Work under conditions where demands are adhoc but with priority
- Stake holder management
- Manage projects
- Processing of award papers for purchase of hardware and services for cluster office. 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.
EA Licence No: 11C5502 | EAP Registration No: R22109400
