Responsibilities
Reporting to the Regional IT Support Manager, leading a team.
IT operations management, Managing IT Infrastructure and applications.
Manage IT Service Delivery, manage IT support to all the internal customers.
Generate, analyze and communicate SLA performance metrics to internal customers.
Perform regular service review meeting with internal customers and external stakeholders.
Perform regular team meetings to review the service performance, identify improvement areas.
Manage the implementation of IT service management tool BMC Remedy (Incident/SR modules, asset management modules).
Co-ordinate with finance team to manage the internal IT service catalogue charges, monthly invoicing for standard services, exception request etc.
Manage Active directory, define and implement group policies to standardize desktop/user environment.
Define, implement server backup policies and procedures.
Design, develop and implement disaster recovery plans.