Key Result Areas/Accountabilities | Supporting Actions |
- Monitoring & Quick Analysis
| - Monitor incidents and service requests raised in the Service Desk and provide permanent solutions
- Maintain problem records and update the knowledge management repository
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- Operational Excellence
| - Support enterprise business applications across Copper, By-products, Fertilizer, Precious Metals, Scrap, Downstream and Recycling units
- Collaborate with integration, non-ERP and BI teams to deliver business solutions
- Implement data migration and ensure smooth data flow between legacy and ERP systems
- Coordinate with central ERP teams to ensure process harmonization before rollout of changes
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- Compliance
| - Prepare and maintain compliance documentation aligned with ISO 27001 and other certifications
- Support audits and ensure zero non-compliance observations
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- Customer-centricity
| - Minimize response time and turnaround time for issue resolution
- Delivering services as per internal customer requirements
- Maintain SLA performance above 95%
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- Sustainability and Process Improvement
| - Follow IT housekeeping and governance practices
- Coordinate with vendors for enhancements and new developments
- Participate in CAPA initiatives and horizontal deployment of improvements
- Contribute to unit safety programs and Kaizen activities
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- Develop Self and Users Training
| - Conduct training for internal and cross-functional teams on IT systems
- Identify recurring user issues and provide preventive training
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