Technical Support Manager (10-12 yrs)

Job highlights :

- Bachelor's degree in computer science, Information Systems or a related field

- A master's degree or equivalent professional qualification in a relevant field is preferred. A minimum of 10-12 years of proven experience in IT Infrastructure and team management in a multi-entity organization.

Role & responsibilities :

Strategic Planning :

- Develop and implement IT strategies that align with the organization's regional and global objectives. This could involve integrating new technologies, streamlining processes, or improving security measures.

Leadership :

- Create best practices and set up resources if and when required along with setting goals, offering feedback, and providing support as and when needed.

Project Management :

- Oversee all IT projects across multiple offices, ensuring they are completed on time and within budget. This includes assigning tasks, monitoring progress, and resolving issues as they arise.

System Implementation and Maintenance :

- Supervise the implementation and maintenance of IT systems, networks, and infrastructure to ensure efficient operation.

- This can involve troubleshooting technical issues, upgrading software, or implementing new systems.

Vendor Management :

- Negotiate and manage contracts with IT vendors and service providers. This often involves evaluating their performance and ensuring they deliver quality services that meet the organization's needs.

Budgeting and Resource Allocation :

- Oversee the regional IT budget, ensuring funds are allocated effectively. This may involve making decisions about hardware purchases, software subscriptions, or staffing needs.

Risk Management and Security :

- Develop and implement security protocols to protect the organization's data and IT assets. This often involves conducting risk assessments and ensuring compliance with relevant regulations and industry standards.

Staff Training and Development :

- Train employees on new technologies, systems, and procedures to ensure they have the necessary skills and knowledge to perform their jobs effectively.

Reporting :

- Provide regular reports to senior management within the region and in HQ, summarizing the performance of the IT department, ongoing projects, and any challenges or issues.

Business Continuity and Disaster Recovery Planning :

- Develop and implement strategies to maintain business operations in the event of a disaster or disruption, such as a data breach or power outage.

Flexibility and Adaptability :

- Perform other related duties as assigned, always acting as a proactive communicator and change agent, ready to adapt to the evolving needs of the organization.

Preferred candidate profile :

- Bachelor's degree in Computer Science, Information Systems, or a related field. A master's degree or equivalent professional qualification in a relevant field is preferred.

- A minimum of 10-12 years of proven experience in IT management, in a multi-entity organization.

- Experience working with Microsoft Windows Server, Active Directory, and Backup software, Disaster Recovery, Datacentre operations.

- Strong knowledge of networking, virtualization, cloud computing and security best practises.

- Hand-on experience with infrastructure technologies such as servers, storage, firewalls and load balancers.

- Hand-on experience on Plan, design and deploy cloud infrastructure starting from the scratch and must have cloud migration experience.

- Proficient in Office 365 Admin including Azure Active Directory, MDM, Intune

- Demonstrated ability to manage IT systems and staff remotely through appropriate technology.

- Excellent ability to plan and execute technology projects and system implementations effectively.

- Strong organizational skills, capable of handling multiple tasks, meeting tight deadlines, and adapting to changing priorities.

- Excellent leadership, communication, negotiation, and project management skills are a must.

- Good critical thinking and problem-solving skills, with a demonstrated ability to manage and engage

with stakeholders across functions.

- High level of personal integrity, and the ability to professionally handle confidential matters and demonstrate a high level of judgement and maturity.

- Ability to work in highly process driven work environment with good Agile skillset and navigate around challenges.

- Adaptable, self-starter, team player & focused - able to work independently.

- Relevant certification (e.g., ITIL, CCNA, MCSA, Azure Certified solution Architect, AWS Certified Solution Architect) would be Advantageous.