• Gather business and/or application requirements on the infrastructure, conduct impact analysis, suggest design/re-design to integrate the change into the existing environment
• Test systems in accordance to specifications & service level. Where relevant, perform the necessary system programming & configuration
• Manage systems changes through established change request process & provide status reports to the relevant parties
• Respond promptly to incident, investigate & provide temporary &/or permanent resolution of incidents escalated. Provide timely status updates to relevant parties
• Conduct root cause analysis & implement pro-active measures. Monitor effectiveness of implemented measures
• Monitor & measure the performance & availability of systems proactively;
• implement corrective actions identified to improve performance & availability
• Monitor the agreed service level (.e.g. service request, system availability), document & maintain the configuration of the systems; provide regular reporting to relevant parties
• Execute service continuity measures, e.g. backup/restore procedures & disaster recovery plan dry run to ensure continuous operation of the business
• Ensure the management of ICT systems adhere to established ISO20000 & ISO27001 processes / procedures and ITIL best practices / ITSM and methodologies (e.g. change management, release management, incident management, problem management, configuration management)
• Manage budget, resources and schedule for system implementation / operation activities; ensure deliverables meet client requirements and quality standards
• Established facility management standards/best practices to ensure operation consistency across project/facility management teams
