IT Governance

Role Purpose:

• Ensure proper IT operations so that end users can accomplish organizational tasks.
• This includes receiving, prioritizing, documenting and actively resolving end user help requests for a particular location.
  

Key Responsibilities:

IT Infrastructure

• Support reporting manager in deploying required patches and security updates, maintaining targeted uptime, resolving issues on-time and ensuring adherence to IT guidelines.
• Support reporting manager in monitoring implementation and performance of passive networks to ensure performance and uptime within targeted parameters.
• Generate periodic reports to support reporting manager in monitoring of overall IT infrastructure systems' performance (including ISP and multi-function printing services) at the company, to maintain targeted uptime and utilization of servers, along with performance within defined parameters.

IT Service Desk

• Conduct orientation and training for new joiners/users, to ensure maximum adherence to IT policies and minimize escalations related to routine IT issues.
• Resolve end user related IT issues (including end user assets and business applications) within respective SLAs, along with coordinating with internal team members and implementation/product partner for specific cases.
• Ensure compliance of all end user IT activities to defined authority matrix and support senior team members in defining/implementing the same in IT systems.

IT Vendor Management

• Support senior team members in managing relationships with IT partners (except for business applications), to gather relevant data, coordinate for timely issuance of PO, receive and review material accurately, consolidate and review invoices for relevance and accuracy, address queries and resolve issues effectively.

Business Applications

• Work with defined end users to resolve first-level and routine issues related to business applications, in line with SLAs.
• Perform transactions related to user and access management, including changing roles, adding/deleting users, etc., in line with defined SLAs and adherence to defined authority matrices.
• Assist reporting and ERP project by generating database/system reports as per specific requirements, to support system monitoring and ERP and related decision making.

IT Governance & Strategy Management

• Deliver IT support and helpdesk services in adherence to IT policies, governance frameworks, delegation of authority matrices and cybersecurity guidelines of the organization.
• Support senior team members, in conducting learning sessions and providing continuous guidance for employees, to build awareness, achieve optimum utilization of tools, minimize escalations for routine issues, and ensure adherence to relevant IT policies and processes.

Budgets and plans

• Adhere to departmental budgets and ensure optimal utilization of all available resources.

Policies, Systems, Processes & Procedures

• Follow all relevant departmental policies, processes and procedures so that work is carried out in a controlled and consistent manner.
• Contribute to cost-efficient usage of all applicable resources to reduce wastage and unnecessary expense.

Continuous Improvement

• Identify opportunities for continuous improvement across ones scope of work in order to achieve the organizations mission, vision and strategy.

Change Management

• Manage self during a change and identify opportunities totake part in change initiatives, programs and projects that reflect best practices and changes in the competitive environment.

Operating Environment:

• The job holder is responsible for responding to all employees' queries across the group. Priorities will always need to be reviewed to better achieve the required level of customer service.

Decision Making:

• The job holder will work under the supervision of the Lead IT Infrastructure Management. He/She will exercise judgment when processing actions related to ensuring proper IT operations are implemented across the organization.

Communication & Working Relationships:

Internal

• Senior Management at all levels
• Various AKSI departments
• Staff/Workers

External

• IT partners

Compensation:

Salary: $29,400-$32,400