Monitor, maintain, and provide on-going support for all system hardware and operating systems, including Servers, CCTV, and Networking, to ensure optimal performance.
Conduct regular health checks on IT network and infrastructure equipment such as VMware, SAN storage, email, firewalls, WA, switches, and routers.
Troubleshoot, diagnose, monitor, and resolve technical support requests related to networks, infrastructure, middleware, servers, and end-user systems.
Monitor and ensure the successful execution of scheduler jobs and replication/backup processes. Proactively track logs and alerts across servers and networks to identify and mitigate potential issues.
Set up and maintain the User Acceptance Testing (UAT), Production, and Disaster Recovery (DR) environments for application systems.
Provide IT-related administrative support, including user account management, IT asset management, and maintaining/updating IT inventory records.
Ensure company facilities and systems are functioning by ensuring proper maintenance of facilities and software systems.
System & Process Enhancement
Enhance operational efficiency by proactively identifying and bridging gaps in our current software and NetSuite processes.
Serve as the in-house subject matter expert to analyze business requirements and provide strategic recommendations for IT solutions.
Analyze existing computer systems and make recommendations for upgrades and improvements.
Lead efforts to design, implement, and configure scalable and secure infrastructure/network systems, including architecture design and capacity planning.
Work with relevant parties to replace, upgrade, or introduce innovative technology solutions that meet IT, security, and business requirements.
Security, Governance, and Disaster Recovery
Implement safety procedures to protect company data and data recovery plans.
Regularly update the IT Disaster Recovery Plan and implement backup procedures to protect company data.
Identify, assess, and report IT risks, threats, and vulnerabilities within the infrastructure and network.
Ensure timely upgrades of EOL systems, firmware, and security patches to maintain system integrity. Execute scheduled vulnerability scans and implement remediation measures to address identified gaps.
Manage and improve the current IT Policy for the company.
Review and maintain documentation for IT systems and procedures, ensuring IT practices comply with established policies.
Facilitate internal and/or external audit engagements and drive the remediation of findings based on agreed-upon recommendations.
Stakeholder & Vendor Management
Serve as the primary liaison between the Rainbow Distribution IT team and the HQ.
Coordinate and resolve IT support requests from employees with the IT department in overseas offices.
Handle the escalation of critical issues, collaborating with stakeholders to formulate effective solutions and managing the end-to-end implementation process.
Liaise with external vendors and contractual support for hardware/software issues or defective products.
Manage the procurement of IT-related hardware/software, services, and handle licensing and maintenance contract renewals.
Ad-hoc & Escalated Responsibilities
Handle Pico After Sales Support escalation issues that cannot be solved by on-the-ground staff.
Lead and participate in assigned project management tasks.
Perform any ad-hoc jobs assigned by HQ.
Job Requirements
Education: A bachelors degree in computing or an equivalent qualification is required.
Certification: An ITIL 4 certification is necessary.
Skills: The candidate must be IT savvy and able to stay current with advancements in the field.
Preferred Knowledge: Prior experience with NetSuite is considered a plus.
Stakeholder Management and Communication: The candidate must have strong skills in collaborating with various stakeholders to formulate solutions and acting as the primary liaison between the local IT team and HQ.
Project Management: Demonstrated ability to manage the end-to-end implementation of new solutions, ensuring successful deployment and adoption by end-users.
Problem-Solving and Escalation Management: Proven experience in handling escalated support issues that require a higher level of technical expertise and escalating critical issues effectively.
Strategic and Analytical Thinking: The ability to analyse existing computer systems and make strategic recommendations for necessary upgrades and improvements.
IT Security and Governance: Experience in implementing data safety procedures and data recovery plans, as well as managing and improving company IT policies.
