Assistant Manager - IT Operations & Infrastructure (IT Operations & Infrastructure) - B3101_1

Broad outline of the Role

• The role is responsible for driving regular operations and maintenance of IT infrastructure, applications and database including delivery of infrastructure projects. This is an operational role, responsible for delivering results that have a direct impact on day-to-day operations and capable of instructing professional or technical staff and reviewing the quality of the work undertaken by these roles.

Purpose - Broad objective of the role

Size and Scope of Role - No. of direct reports

Size and Scope of Role - Total team size

Minimum qualification & experience

• Bachelor’s Degree in engineering or equivalent qualification
• 4-7 years in IT operations

Other knowledge/skills

• Technical sound in end user's management
• Proven experience as IT Operations Manager
• Experience with system installation, configuration, and analysis
• Capable of instructing professional or technical staff and reviewing the quality of the work undertaken by these roles.

Key Responsibilities

• Provide 24 x 7 infrastructure and application support.
• Drive incident problem change release configuration availability and capacity management with respect to IT Applications Infrastructure
• Drive management of SLAs related to service requests incidents and business processes billing mediation etc
• Gather requirement from business and assist with creation of solutions to meet operational needs
• Drive and monitor the Service Help Desk System SDP to ease resolution
• Deliver user documentation where required
• Quantify and analyse the service requests and incidents raised.
• Liaise with the business to evaluate reduction of the number of tickets raised.
• Drive creation of standard reports formats where possible
• Share periodic projects status with relevant stakeholders.
• Coordinate with the corporate security teams for all IT related security activities.
• Monitor, drive and track the compliance audit process for IT applications in coordination with the IT governance team on aspects such as SOX audits, security audits on databases and software licenses.
• Resolve issues escalated by technicians and engineers.

Technical Competencies

Knowledge / Skills