IT Service Desk and Operations Manager in MIS Department

SUMMARY:
IT Service Desk and Operations Manager

POSITION INFO:

Jet Park

IT Service Desk and Operations Manager – within the discipline of IT service management (ITSM) as defined by the Information Technology Infrastructure Library (ITIL) - main functions are ensuring:

• Service Desk: IT support for users
• Continuity of service for Operations (hardware and software infrastructure) on a day-to-day:
  • Network / Telecommunications: Cabling, Switches, Optimizers, Routers, Firewall, Proxy, SSL VPN gateways, WAN, Wi-Fi, Videoconferencing systems and other equipment UPS, AirCon, Genset, loT…
  • Systems: Servers (Windows/Linux or iSeries), Data backup means, Business applications, Communication and collaborative tools …
  • End users: PCs, Thin Client, Smartphones / Tablets, printers, Satellite phones, scanner guns, headset ….

He/she is in charge of the RUN domain of the MIS department but may occasional assist the BUILD team when his/her skills are required.

 The geographical scope of work should be aligned with the Reporting lines.

 Job function and responsibilities:

• Plan, organise and assign tasks to the RUN team
• Manage IT Hardware resources (see inventory and capacity planning in deliverables here after)
• Ensure a ITIL MIS Support process (single point of contact for helpdesk, ITSM ticketing, troubleshooting, logs analyse, reporting, Centreon monitoring) for users in the scope of work
• Ensure production follow-up on a daily, weekly, monthly basis
• Ensure data and systems backups (local archiving and external archiving) and Testing the integrity of the backups
• Manage IT Infrastructure related contract and SLA: Review supplier’s contracts making sure they are in accordance with company requirements, meeting our expectations. Eventually apply the penalties for non-compliancy.
• Must be the custodian of the group norms and policies respect: Use only Business applications/MIS service compliant with company IT catalogue

Must be the custodian of the company group norms and policies respect: Use only Business Applications/MIS services compliant with company IT catalogue

• Apply security and licensing policies: Ensure IT infrastructure management is compliant with ISO processes, ITIL processes and QHSE processes
• Respect the purchasing procedure: DAC process, quotations from local official vendors or UNICAF to provide company IT?IS standards/norms in accordance with group tariffs
• Contributor in tenders RFP
• Techno watch, anticipate new technologies

 Deliverables:

• IT Hardware resource management

-   Hardware inventory (including IT contracts). Frequency = Daily, weekly, monthly

• IT Service Desk

-   KPIs / Dashboard. Frequency = daily, weekly, monthly

-   Weekly meetings with his/her reporting line. Frequency = weekly

-   Daily meeting with team. Frequency = daily

-   Business applications cartography. Frequency = quarterly

-   Manage appraisals. Frequency = yearly

-   Job descriptions. Frequency = yearly

• Infrastructure management:

-   IT Action plan update. Frequency = monthly

-   Capacity planning (mainly for telecommunications and hardware but also human resources). Frequency = quarterly

-   IT infrastructure budget construction (pre-budget by end of July, budget by mid-September). Frequency = yearly

• Operations: Production follow-up file (data backup, system, network telecom, infrastructure). Frequency = daily, weekly, monthly

Qualifications:

• Degree in Information Technology or Computer Science
• ITIL Foundations certified
• Strong knowledge in Microsoft Active Director environment
• Knowledge in network/telecom (Cisco certifications appreciated)
• Knowledge in VMWare virtualization technology environment would be an added-value
• Knowledge in IBM AS/400 environment would be a “plus”

 Experience:

• 10 – 15 years relevant experience in IT

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