Job Scope
As a member of the Regional IT Services team, participate and contribute to the execution of the overall IT strategy to ensure Global IT maximizes its short-, medium- and long-term value to its customers. In addition, lead and manage a team of technical specialists and outsourced service contractors in order to securely deliver IT infrastructure services in Rest of Asia, according to the specifications agreed with business/function, manufacturing and IT organizations.
Job Responsibilities
- Work closely with manager and formulate and implement plans and budget in line with regional IT strategy for his/her location and befitting the department and needs and objectives of SBUs in Rest of Asia.
- Create and manage robust operations review processes under ITIL/ISO standardized procedures across infrastructure solutions and services.
- Maintain understanding of critical business process and manufacturing operations.
- Establish and lead an effective operational team, integrating key infrastructure related contacts with appropriate supplier representatives.
- Track and communicate operational metrics (including trending over time) and identify process improvement opportunities.
- Participate in teams supporting transformation projects with the businesses, such as refresh and consolidation strategies and infrastructure technology rollouts.
- Work with business and service providers to identify and resolve systemic process and/or service deliver issues.
- Ensure that infrastructure (networks, data centers, servers, collaboration systems, backup and storage) incidents and problems are resolved in a timely and effective manner, and reduced by analyzing root cause, minimizing disruption to business operations and adhering to SLAs on availability and resolution response times.
- Ensure businesses are aligned with infrastructure processes and are utilizing appropriate support and infrastructure management tools (service desk, virus protection, etc.).
- Participate in, and provide critical input into, core corporate infrastructure planning activities, including strategic planning and annual operating plan.
- Optimize the delivery of existing and new services and support the continuous improvement of the infrastructure architecture and design.
- Perform infrastructure asset (hardware, software and related infrastructure technology) assessments to determine their applicability and value for the enterprise.
- Ensure execution of firm enterprise and IT policies across the Rest of Asia infrastructure team.
- Facilitate collaboration with application architects, infrastructure and IT security engineers, systems administrators, and other technology specialists in project and strategy implementation.
- Influence and assist with the design, when appropriate, of new alternatives.
- Ensure 24x7x365 support of systems. Align with global counterparts in order to achieve standardized operations and leverage subject matter expertise.
- Set administrative management priorities across the team based on business requirements.
- Direct day-to-day operations, providing expertise and encouraging teamwork, to achieve high performance standards and meet targets.
- Secure knowledge level of workforce is up to standard.
- Adhere to and promote relevant infrastructure policies and procedures.
- Exercise financial authority within established limits and control departmental/project budget expenditure in the region.
- Provide L4 manager with information related to department performance including cost allocation (input for service bundles).
- Plan and develop department annual/project budget and control expenditures aligned with it.
- Manage the financial operational performance.
- Manage costs allocation process integrity and completeness.
- Plan staffing in accordance with knowledge and experience needs.
- Conduct appraisals for all internal direct reports and external service contractors to the position.
- Proactively coach and mentor less senior staff.
- Maintain regular contact with the regional IT L4 managers and relevant regional peers to ensure services are aligned to their needs.
- Ensure involvement of right stakeholders for major incidents communications and resolution on root cause fixes.
- Ensure involvement of right stakeholders in pro-active communications regarding scheduled maintenance efforts, planned upgrades and system outages.
- Align horizontally about the feasibility of the service levels to provide SME input to the stakeholders.
- Recognize and acknowledge complaints and concerns.
- Analyze recurring incidents and performance of existing systems, processes, people and ensure corrective actions are taken.
- Continuously look for opportunities to make the functions' processes more efficient.
Requirements
- Bachelor Degree in IT or Electrical or Electronic Engineering
- Minimum 10 years of experience in Information Technology environment, preferably in IT or petrochemical industry with 5 years management experience in different business or IT functions or programs.
- ITILL foundations certication is preferred.