Support Utility Management

Job Purpose:

Establish and maintain the information system across Chakla Coal Mines. Initiate and implement new IT projects as per business requirements. Ensure reliable network connectivity throughout Chakla mine areas including office, weighbridge, and pit locations, covering both LAN and internet connectivity. Maintain complete inventory of IT assets such as desktops, laptops, printers, networking devices, and related consumables. Conduct periodic inspection and maintenance of all devices to ensure uninterrupted communication and system availability.

Provide configuration and user support for ERP and mail applications, resolving daily operational issues promptly. Manage installation, configuration, and regular updates of network security measures including Active Directory, antivirus, firewall, and proxy-based secure internet connections. Ensure compliance in safe disposal of e-waste. Plan and procure required IT assets and spares in advance to maintain business continuity.

Offer technical and functional support for Oracle ERP and legacy systems at Chakla location. Additionally, support digital initiatives such as RFID-based logistics, biometric attendance systems, and CCTV monitoring. Conduct system feasibility studies and coordinate with site representatives to identify and implement automation opportunities for process improvement.

Key Result Areas/Accountabilities:

Key Result Areas/Accountabilities

Supporting Actions

To plan, setup and Manage integrated IT solution.

Troubleshooting: IT support technicians must be skilled in troubleshooting, diagnosing and resolving problems with desktops, laptops, printers, and networking devices.

Maintenance: Regular maintenance of IT devices such as desktops, laptops, and printers can reduce the risk of unexpected downtime and improve device performance. IT support technicians should perform routine maintenance tasks such as cleaning the device, updating software, and installing security patches.

Remote support: With remote access software, IT support technicians can provide support to users who are not in the same physical location. Remote support can save time and reduce the need for travel.

Help desk: A help desk is a centralized support system that provides assistance to end-users who experience technical difficulties. IT support technicians who staff the help desk must have strong communication and problem-solving skills.

Networking: Networking devices such as switches, routers, and access points are critical components of any IT infrastructure. IT support technicians must be familiar with networking principles and protocols to diagnose and resolve issues related to network connectivity.

Security: IT support technicians must ensure that desktops, laptops, printers, and networking devices are secure and protected from malware and cyber-attacks.

Documentation: IT support technicians should document all support incidents, including the steps taken to resolve the issue. This documentation can be used to improve support processes and to provide training to new technicians.

User training: IT support technicians should provide training to end-users to help them use IT devices effectively and to prevent common issues such as accidental data loss or security breaches.

Ensuring and Monitoring overall Maintenance of Application Systems, kill development & Knowledge Management

Regularly schedule maintenance activities: Maintenance activities should be scheduled regularly to ensure that IT systems are kept in good condition. This includes regular backups, updates, patches, and security checks.

Monitor system performance: IT support technicians should monitor the performance of IT systems to identify any issues or potential problems. This includes monitoring system logs, CPU usage, network traffic, and disk space usage.

Regularly update and patch software: Software updates and patches are critical to maintaining the security and functionality of IT systems. IT support technicians should ensure that all software is up to date with the latest security patches and updates.

Ensuring Technical expertise support and guidance to the team for its development & . Execution of strategy

Provide Training: on how to use software, hardware, and other IT resources is critical to ensuring that employees can perform their job duties effectively. IT support technicians should provide both group and individual training sessions to ensure that employees have the necessary skills to use technology.

IT support technicians should communicate technical information in a clear and concise manner to ensure that employees understand the issues and solutions. They should also provide regular updates on IT projects and initiatives to keep the team informed.

Manage overall infrastructure Architecture as per business need for

Mines

Evaluate Connectivity Requirements: Mining operations often require connectivity between remote sites, and connectivity requirements should be evaluated when designing the IT infrastructure. This includes evaluating the availability of cellular networks, P2P communications, and other options for connectivity.

Ensure IT Security Implementation, Compliance and Audits Evangelize IT Processes/ Governance & improve IT Savviness and Commercial Processes & Cost containment

IT managers should implement cost containment strategies to reduce expenses while maintaining IT services. This includes optimizing software licenses, consolidating hardware, and evaluating cloud solutions to reduce infrastructure costs.

IT managers should evangelize IT processes and governance to ensure that employees understand the importance of following established policies and procedures. This includes communicating regularly with employees about IT initiatives and providing training on IT processes and procedures.