Infra Services Lead (Cluster Office)

Position Overview

The Infrastructure Service Lead is responsible for overseeing the planning, implementation, and management of an organization's IT infrastructure services. This role ensures the reliability, availability, and performance of infrastructure systems. Managing the 4 pillars of systems, networks, EUC, and security. The Infrastructure Service Lead collaborates with cross-functional teams to align infrastructure services with business needs and drives continuous improvement initiatives.

Role & Responsibilities

During IT Incidents

• Serves as POC to GCIO, users and cluster management
• Team with IPM team to restore service as soon as possible
• Work with GCIO on crisis management
• Perform Root Cause Analysis together with the involved parties

During Peacetime

• Review and analyse cluster's IT Health status reports and develop plan of action
• Responsible for timely reports of SLAs and operational KPIs
• Liaison to support Service Ops, day-to-day ground changes and requests in end-user computing needs
• Support GCIO, Institution Directors/Leads and collaborate with infrastructural Services for IT workplan
• Reports directly to GCIO
• Work as a team with Service Ops Director

Requirements

• Degree/Diploma in Computer Science/Computer Studies
• Minimum 8 years in IT related industry
• ITIL certified
• Familiar with ITSM
• Strong stakeholder management especially with C-suites/ higher management level
• Project management experience before running end to end
• Good interpersonnel and effective communication skills
• Excellent leadership skills with 2 - 3 years of supervisory experience
• Ability to handle and manage major/ critical incidents (Sev1/Sev2)
• Familiar with Network, System, Security, Cloud technologies

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