• 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.
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.