Position Objective:
- Ensures IT service availability and minimises the AIA's business impact of IT service outages through the effective management.
- Contributes to the improvement of user satisfaction with IT services by ensuring that the arrangements remain aligned with business needs and priorities and fit for purpose.
- Acts as the primary point of contact for senior management regarding overall IT operations, incident status, and service delivery.
Roles and Responsibilities:
Leadership and Management
- Lead and mentor diverse teams, including 1st Level Technical Support, IT Service Desk, Incident Management, Network Operations, System Monitoring, and Batch Operations.
- Foster a collaborative environment to ensure high team morale and performance.
- Act as the people management of Batch Operations team
Incident and Service Management
- Work and Incident Management team to ensure timely resolution of issues and minimizing downtime.
Monitoring and Operations
- Supervise system and network monitoring to proactively identify and resolve potential issues.
- Manage batch operations to ensure job scheduling, execution, and troubleshooting are performed efficiently.
Process Improvement
- Identify areas for improvement within the command centre operations and implement initiatives to enhance effectiveness.
Stakeholder Communications
- Communicate effectively with various stakeholders to resolve conflicts and ensure alignment on objectives.
Strategic Planning
- Contribute to the development of strategic initiatives that align with the organization's IT goals and objectives
- Advocate for technologies and solutions that can improve service delivery and operation efficiency.
Minimum Job Requirements:
Relevant Experience:
- Minimum of 10 years of experience in IT operations, with at least 5 year in a supervisory or management role.
OR
- An equivalent combination of qualifications and relevant experience.
Education:
- Bachelor's degree holder of unviersity on Information Technology or related discipline
- Relevant IT certifications (e.g., ITIL, CompTIA) are a plus
Technical Skills:
- Strong knowledge of application monitoring tools, batch processing systems, patch management, and network monitoring tools.
- Excellent analytical and problem-solving skills, with the ability to make decisions under pressure.
- Strong verbal and written communication skills, capable of interacting with technical and non-technical stakeholders.
