Infrastructure Services Lead (Cluster Office)

Position Overview

Supporting KTLO in our cluster agencies. Majority skill set is in EUC. High demands are mainly in that space and speed to market is essential

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

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

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/her care

Requirements

• Degree in related field of studies, i.e. Computer Science, Computer Engineering
• Minimum 7 years' experience in IT related field
• Familiar and have hands on experience with 
• ITSM process/tools
• costing & budgeting
• SLA management and reporting 
• Incident / problem mgmt and Change process
• Strong vendor and stakeholder management
• IT Helpdesk process/procedures
• Access and Software Distribution Management
• Able to manage a smail team of engineers (BAU)

#LI-SYN08 #LI-SYNX34

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