Infra Services Lead (Cluster Office)

Position Overview

The Infra Service Lead will be responsible for the planning, implementation, management, and reliability of an organization's entire IT infrastructure which covers systems, network and security. This role balances technical oversight with strategic leadership, ensuring infrastructure services align with business needs and meet performance, security, and availability targets. He/She will be managing across a few of agencies in the cluster. 

Role & Responsibilities

During IT Incidents

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

Daily BAU

• 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

General

• Reports directly to GCIO
• Work as a team with Service Ops Director
• Cost / budgeting for new YR
• Handle opearational issues/escalation
• Develop paper for purchasing of services/hardware
• Liaise with entities finance / procurement for budget, billing, procurement matters
• Able to work in an environment where request are adhoc basis (but with priortization)
• Familiar with ITSM processess/tools i.e. ServiceNow, Bigfix
• Manage infra-structure teams work assignments under his care
• SLA reporting and stakeholders management

Requirements

• Degree in related field of studies, i.e. Computer Science, Computer Engineering
• Minimum 12 - 15 years' experience in infra related field and supervisory experience
• Able to work under conditions where demands are adhoc but with priority
• Able to manage multiple projects
• Experience in processing of award papers for purchase of hardware and services for MOHH. Includes seeking approvals with various C-levels for the award paper, verifying with finance on sufficient budget, liaising with procurement of PO issuance until delivery of the hardware/services

Familiar and have hands on experience with:

• ITSM process/tools
• costing & budgeting, SLA reporting
• Incident / problem mgmt
• Change process
• Stakeholder and vendor management
• IT Helpdesk process/procedures
• Access Management
• Software Distribution Management

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