Description
Roles and Responsibilities
Manages the End User Support staff with regards to service delivery, performance evaluations, promotions, training, hiring and disciplinary responsibilities.
Build and manage 24/7/365 environment including in-call and escalation practices to provide efficient and timely support.
Ensures service needs and SLAs by reviewing support management system, providing training, and making sure the knowledge base information is accurate and up-to-date
Development and maintenance of support operating procedures that support the day to day procedural processes and reinforce policy adherence
Assists in policy and procedure development based on direction from senior IT management
Addresses complicated support issues that are escalated by team members
Conduct meetings with team members to review status of IT service issues
Creation and support of standards, processes and procedures necessary to produce the deliverables from the team.
Meet with IT management to review overall performance, and to gain feedback on support performance.
Collaborates with other teams in handling and responding to user issues, problem analysis and making requested service improvements.
Ensures that proper escalation paths are followed by the support staff that are in line with documented procedures and policies.
Training staff on operational procedures and troubleshooting techniques.
Creates user facing communication to address service outages, system upgrades and general IT informational announcements.
Gather and analyse metrics to benchmark the end user support team workload/performance and identify trends and issues.
Ability to quickly learn new subject matter areas, assess operational maturity, establish KPI’s and metrics and drive towards operational maturity.
Great communications and collaboration skills across the enterprise End User Services Team.
Education and Experience
B.Sc. / M.Sc. in Computer Science or any Engineering related course.
ITIL V3 Foundation Certification.
Competence / Certifications:
At least 7+ experience in leading teams in managing end-user devices and applications.
Competency in process development, execution and organizational change management
Experience working with geographically distributed teams and ensuring standard practices.
Excellent communication: proven ability to produce a variety of business documents that display a Command of language, clarity of thought and strong presentation skills.
Strong root cause analysis, problem-solving, and analytical skills.
Knowledge of IT applications an software development lifecycles.
Project Management knowledge.
Knowledge of the WLA (Working Level Agreement) to be used for the specific customers.
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Roles and Responsibilities
Warehouse Management (Manage all inbounds and out bounds assets )
Logistic Management (Ensure that SLA based logistic service is provided for assets nationwide)
Procurement Management (Prepare Request For Quotation (RFQ) for intending asset to be procured)
License Management (Manages the End to End License request, windows and android license including deactivation requests)
Stock and Inventory Report Management
Provide weekly report to the business, Coordinate audit exercise and share update with the management, prepare customer’s report and stock balance report.
Regularly research market trends and changes that may impact managed assets
Identify important data insights and generate reports
Create impact analysis reports and deliver reports to key stakeholders and clients
Analyze portfolio changes and identify any irregularities that may negatively impact client asset accounts
Make needed changes to client portfolio as needed
Organize and lead meetings with key stakeholders to review accounts
Owns the Asset Register
Plans, publicizes and oversees updates and maintenance of the Asset Register according to policy
Ensures that assets are uniquely identified with naming conventions. Ensures that staff comply with identification standards for object types, environments, processes, life-cycles, documentation, versions, formats, baselines, releases and templates.
Carries out the Process Manager responsibilities for the Asset Management process.
Requirements
Education And Experience:
5+ related years of experience.
Bachelor's Degree in Management & Information or related Sciences.
Master's degree in business administration (MBA) may be preferred
Competence / Certifications:
Experience with and skill at using spreadsheet and presentation software, including Excel.
Experienced using procurement/ supply chain, SRM (Supplier relationship management) Applications
Total quality management etc.
Capable of handling multiple demand simultaneously while working in a high-pressure environment
Exceptional communication and writing skills, and capable of liaising with multiple levels within an organization.
Interpersonal and people management skills.
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Roles and Responsibilities
Tactical:
Provide input in the definition of IT policies, projects and service levels.
Provide input in the development of the Enterprise Solution/Application strategy and plan in line with overall IT strategy and the company’s needs and objectives.
Assist the Director, IT in communicating the division’s strategic direction and objectives to Enterprise Solution unit.
Coordinate the development of policies, processes and procedures for the design, deployment and integration of customer’s Enterprise Solutions/Applications.
Keep abreast of global and local best practices as it relates to the team/ function’s activities.
Continuously review the unit/ team’s activities, make recommendations for improvement and implement approved improvement initiatives to ensure enhanced performance of the team.
Identify required resources, personnel, funding to achieve the unit/ function’s strategy.
Establish and maintain relationship with key internal and external stakeholders.
Operational:
Liaise with user departments to determine the Enterprise Solution/Applications needs of the organization.
Ensure alignment of identified Enterprise Solutions/Applications with the customer’s business and IT strategy.
Coordinate detailed preliminary review of new/proposed Enterprise Solution/Application, to determine alignment with customer’s business and IT strategy.
Oversee the identification and documentation of user requirements for new Enterprise Solutions/Applications.
Coordinate the documentation of Request for Proposal/Request for Quotation for new enterprise solution based on user requirements.
Participate in the evaluation and selection of vendors for deployment of Enterprise Solutions/Applications.
Oversee the solution development life cycle, ensuring compliance with specified standards, procedures and methodologies.
Liaise with Program Managers to coordinate the development and implementation of project plans and timelines, to meet Enterprise Solutions/Applications needs.
Oversee user acceptance testing and go-live of new Enterprise Solutions/Applications in liaison with relevant business teams.
Oversee post implementation review of deployed Enterprise Solutions/Applications and ensure timely and effective resolution of issues.
Provide support and expertise in the deployment of off-the-shelf software applications.
Ensure adequate user training on new Enterprise Solutions/Applications.
Ensure adequate post-implementation support for deployed solutions in liaison with user support team.
Coordinate continuous evaluation of system performance in order to ensure continuing relevance of Enterprise Solutions/Applications provided.
Oversee deployment of patches and upgrades to installed Enterprise Solutions/Applications.
Manage relationships with third party IT vendors/suppliers.
Keep self and teams abreast of business process changes and proactively identify and develop solutions to ensure optimization of technology in business processes.
Implement the function’s work programs and plans in line with agreed upon procedures and guidelines.
Manage inter-functional relations to ensure synergy across the various departmental functions
Provide leadership and guidance to team members and manage subordinates’ performance towards the achievement of overall team objectives
Prepare/compile agreed periodic activity and performance reports for the attention of the Director, IT.
Education and Experience
B.Sc / M.Sc in Computer Science or any Engineering related course.
Professional qualifications (ETOM, TOGAF, etc.) are a must, ITIL certification (is an added advantage)
Seven (7) to twelve (12) years’ work experience with at least three (3) years in a managerial role.(preferred)
Experience in system architecture is desirable.
Excellent technical, analytical, and project management skills.
Strong communication and interpersonal skills.
Good leadership and motivational skills.
Experience in modeling and graphic representations.
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