• Manage services offered by external vendor in line with best practices ensuring quality in operations.

• Monitor KPIs / SLA with the Managed Services vendor and Quality Assurance in IT Operations.

• Works directly with agencies and sectors business users to resolve issues within our defined SLAs.

• Apply proven analytical and problem-solving skills to help validate IT processes through careful testing in order to maximize the benefit of business investments in IT initiatives.

• Performs and supervises IT process design based on the ITIL framework. This will include new process design or process revision and working extensively with projects team.

• Provide technical, process and quality support to IT Managed Services Vendor. Working closely with project team on a variety of service management and service improvement projects.

• Undertaking ITIL/service management Health-Checks and advise at a tactical level, providing process consultancy in relation to incident, problem, configuration/asset and change management.

• Perform assessment for existing infrastructure architecture - its components and their properties, the relationship among those components and how they interact.

• Based on client IT strategy, requirements and guiding principles define conceptual model of an overall infrastructure solution which includes architecture overview diagram, conceptual level components and operational model.

• Delivering pre-audit health-checks and process reviews and delivering service improvement programs.

• Ensure the stable operation of the in-house computer software systems and network connections. Act as a bridge between client & IT Managed Services Vendor in planning, developing, installing, configuring, maintaining, supporting, and optimizing all systems, storage and databases.

• Fulfil all reporting requirements of all relevant government rules and regulations.

• Perform other related duties and responsibilities associated with the position.

• Bachelors Degree in computer sciences or equivalent from a recognized university.

• 8 years of experience in a reputable firm(s) in the areas of infrastructure operations and development within the framework of Enterprise Architecture.

• Excellent knowledge on IT Process in line with industry standards like ITIL, Cobit etc.

• Good understanding of network technology: LAN/WAN.

• Knowledge of Exchange/AD, SMS, Citrix, SQL Server, Oracle etc.

• Familiarity of SAN and NAS environments and diskless operation.

• Highly analytical thinking with demonstrated talent for identifying, scrutinizing, improving, and streamlining complex work processes.

• Computer-literate performer with extensive software proficiency covering wide variety of applications.

• Exceptional listener and communicator who effectively conveys information verbally and in writing.

• Resourceful team player who excels at building trusting relationships with customers and colleagues.

• Flexible team player who thrives in environments requiring ability to effectively prioritize and juggle multiple concurrent projects.

• Innovative problem-solver who can generate workable solutions and resolve complaints.

• Goal-driven leader who maintains a productive climate and confidently motivates, mobilizes, and coaches employees to meet high performance standards.

• Results-driven achiever with exemplary planning and organizational skills, along with a high degree of detail orientation.

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