- Develop and implement comprehensive policies, procedures, and processes aimed at enhancing IT operations, with a focus on increasing efficiency and productivity.
- Oversee the overall system and infrastructure availability, ensuring a resilient IT environment to minimize failures and downtime.
- Handle the installation, configuration, and troubleshooting of various IT hardware, including servers, storage systems, and network devices.
- Provide ITIL service disciplines, covering Incident, Problem, and Change Management to ensure seamless and efficient service delivery.
- Maintain high performance levels for service-related processes, implementing improvement activities as necessary.
- Take direct involvement in incidents or problems that cause service impact, acting as the escalation point for unresolved issues.
- Manage relationships with technology vendors and service providers to ensure that
the organization's technology needs are consistently met.
- Evaluate and implement new technologies and systems to improve IT infrastructure and support the organization's business goals.
- Lead and mentor a team of IT professionals, providing guidance and support to help them achieve their goals and objectives.
- Build and scale the team to the desired level of expertise, ensuring a high level of competency and readiness.
- Manage IT budgeting and oversee asset and license management to ensure the team is well-equipped and aligned with organizational goals.
- Ensure effective inventory management and coordinate Annual Maintenance Contracts (AMCs) for all products to guarantee end-to-end support.
- Work closely with Enterprise and Information Security teams, including handling ISMS, DC Audits, and ensuring regulatory and compliance adherence as per industry standards.
- Manage internal and external audits, providing administration and support for audit requirements, including evidence collection and observation closures.
- Create audit reports and presentations, ensuring transparency and compliance with industry standards and company regulations.
- Analyze internal and third-party processes to create strategies for service delivery optimization, ensuring outstanding service delivery.
- Monitor and manage the end-to-end delivery of IT services, ensuring systems, procedures, and methodologies support outstanding service delivery.
- Provide accurate and regular reports to management on the performance of service delivery, identifying areas for improvement.
- Continuously improve the technical service model and strategy, taking ownership of service delivery performance and driving future demand.
- Identify potential redundant services, infrastructure, and tools that can be consolidated to streamline IT operations.
- Serve as an escalation point for internal and external stakeholders within IT, and business teams, ensuring effective communication and resolution of issues.
- Provide technical guidance to L1 and L2 teams, ensuring they are well-supported and capable of handling their responsibilities.
- Schedule and conduct monthly reviews with customers to assess service performance, gather feedback, and discuss ongoing or upcoming projects.
- Actively monitor and manage customer satisfaction scores, implementing corrective actions and service improvement plans as needed.
- Ensure that all customer Purchase Orders (POs) are accurately documented and that monthly billings in line with the agreed-upon terms and conditions.
- Organize and lead weekly meetings with the IT Operations Team and support functions to review ongoing activities and track progress on key initiatives.
- Oversee the timely replacement of IT personnel in the event of resignations, transfers, or other departures, ensuring minimal impact on IT service delivery and operations.
- Identify opportunities to streamline and enhance operational processes within the IT department, with a focus on improving efficiency, reducing costs, and enhancing service quality.
- Regularly review key performance indicators (KPIs) related to IT operations, service delivery, and customer satisfaction, taking proactive steps to address any areas that fall short of targets.
- Serve as the primary point of contact or customer escalations, ensuring that any
issues are addressed promptly and to the customer's satisfaction.
- Ensure that all IT services provided are in compliance with customer contracts, service level agreements (SLAs), and other legal and regulatory requirements.
