Assistant Manager-IT Operations

Key Accountabilities/Responsibilities

• Responsible for creating, implementing, and maintaining healthy IT systems and infrastructure in production.
• Be an integral part of the strategic Business automation and continuity support function and keep the CIO fully briefed on all incidents affecting the IT establishment in the company.
• Manage Enterprise business system, network, and office application support and maintenance.
• Oversee the daily operations of the IT Operations department to ensure the functionality, availability, and security of IT systems, data, backups, and communications; troubleshoot and remediate issues that arise.
• Work with IT Security team to implement and operationalize IT security controls
• Develop and manage annual IT recurrent budgets and procure IT equipment and professional services in accordance with Procurement and Contracting Policy
• Manage IT vendors, contracts, and service level agreements and perform vendor risk assessments
• Develop IT Operations policies, processes, and procedures and provide internal training to the department and impacted end users
• Certify and maintain business continuity and disaster recovery standard for IT Systems and Participate in internal and external audits.
• Align IT infrastructure with current and future business requirements and strategic goals.
• Measure and report on operations systems and IT Vendor performance against agreed metrics ensuring service recovery measures and penalties are enforced.

Knowledge, Skills, and Experience

• Bachelor’s degree in Computer Science, Information Technology, or equivalent.
• Certificate in MCSE, ITIL, and CCNA
• Knowledge and/or training in Cyber Security
• At least 3 years experience in IT Operations and support function, 3 as a manager in systems administration, Database administration or Network Support
• At least 2 Years experience as an ITIL practitioner
• Microsoft 365 Platform, including Azure, Exchange, SharePoint, OneDrive, and Office.
• Strong technical knowledge of network and server operating systems.
• Experience with support of Windows Operating Systems, Oracle DBA, SQL Server, and Active Directory.
• Proven experience in IT infrastructure planning, development, and operations Virtualization.
• Enterprise Backup, Replication Business Continuity, and Disaster recovery mitigation and response
• Leading under high pressure in a 24/7 operation
• Resource and Team mobilization and motivation
• Holding others to account for delivery.
• Desire to Delight both internal and external customers.
• Working together as one

Key Performance Indicators

• ITIL Service Management Compliance
• Adherence to SLA and OLA
• Availability, reliability, and integrity of Enterprise business applications meeting set standards.
• Corporate Data meets availability, integrity, and portability

Job Challenge(s):

• 24/7 availability of resources, IT Systems, and services accessible globally
• Shortest recovery after failures
• Stakeholders and vendor management
• Budget, time, and scope management
• IT Inventory catalog management, including distribution and disposal

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