The incumbent will be responsible for managing IT Operations, Compliance and Commercial activities. The ideal candidate should have a background in IT Hardware and Software Management, IT Support and Stakeholder management. The responsibility also includes evaluation and recommendation of system and process improvements basis industry best practices and new technologies.
Primary Responsibilities:
Act as the main contact for IT support, addressing end-user requirements and issues
Oversee IT support operations, ensuring adherence to service desk metrics, performance targets, and compliance standards
Supporting and driving digital transformation initiatives in the organization
Analyse and improve existing processes, focusing on automation and efficiency
Train users on systems and processes
Technical and Operational Duties:
Understand user requirements, deliver solutions and provide necessary training
Co-ordinate with Corporate and Location IT teams to ensure systems availability and support
Evaluate new hardware and software needs, proposing appropriate solutions
Conduct vendor evaluations and manage the procurement and implementation of IT solutions
Support technical activities such as system upgrades, patching, and disaster recovery drills
Provide IT support for audits, including ISO 27001 and other compliance requirements
Manage licenses and IT asset inventory, ensuring accurate reconciliation
Proactively identify and resolve problematic areas, implementing timely solutions
Control and Compliance:
Monitor IT budgets and expenditures, ensuring cost-effectiveness
Contribute to and coordinate with stakeholders to drive organizational systems, policies, and procedures
Educational Qualification:
Graduation/Post Graduation in IT or related fields
Experience:
8 years of experience in managing IT operations and support; ITIL certification is a plus
Experience in managing IT budgets and procurement is preferred