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Job Description
Infrastructure Services:
- Implements a governance framework to manage business expectations (demand management) and service levels regarding IT infrastructure operations to ensure alignment of business needs with infrastructure capacity
- Oversees the operation of reliable, secure and performs IT infrastructure services including communications, networks, hardware, operating systems and middleware. This includes infrastructure support, monitoring, maintenance, and troubleshooting, including 24/7 on call coverage and oversight of communication infrastructure managed services providers in order to streamline infrastructure availability
- Manage the release process for infrastructure changes which includes effective department wide and end user communication to ensure the infrastructure is properly updated and as per the appropriate technology releases
- Manage resource availability to continuously support the business including oversight of communication infrastructure managed services providers to ensure sustainable work load assignment
- Responsible for all backup and recovery services as well as the development and testing of disaster recovery procedures and other related matters in order to provide the main pillars for business continuity
- Develop relevant metrics and key performance indicators KPIs, measure, and publish the performance of the services provided and enable continuous improvement including staffing, sourcing, purchasing and systems improvements in collaboration with different ICT teams to properly assess performance and deliverables against the preset targets
- Prepare and update annually a rolling three-year global infrastructure plan in order to sustain existing infrastructure and support new business solutions, and manage its execution including budgets/forecasts
- Work closely with different ICT Managers to identify, evaluate, select, and implement specific infrastructure technologies, including cloud services to support the business plans and IT strategies
- Maintain Infrastructure standards, operational procedures, assets management databases and roadmaps related to IT infrastructure to ensure proper standard operating procedures are followed and implemented
- Manage relationships with communication managed service providers, vendors, and contractors, including negotiation and authorization of hardware, software and service acquisitions, support contracts and service level agreements to ascertain proper services provided to different infrastructure division
- Implement policies/standards to improve the quality and efficiency of infrastructure services based on ITIL methodology to ensure compliance and proper governance
- Works closely with the Service Delivery & Demand Management team to ensure a timely, robust and comprehensive service transition process.
- Works closely with the Service Delivery & Demand Management team to set SLA criteria for the availability and performance of the IT infrastructure.
- Responsible for overall system and infrastructure availability and develop a resilient infrastructure to reduce failures to support different business divisions goals and targets
- Responsible for day-to-day system administration, including management of internal network, VPN, Microsoft Active Directory (AD) and system backups to ensure its operability as per the set standards
- Responsible for management of the rollout and support of desktop devices, including laptops and printers, and productivity tools such as Outlook and MS- Office to deliver productivity tools to all ICT infrastructure users
- Manages the performance objectives and professional development of his/her different teams including the initiation, monitoring, review and validation of individual training and development plans in line with organizational and business requirements to ensure ICT staff competencies are as per the different roles levels
- Works with ICT Director to establish standards and best practices for managing internal infrastructure, including network, access rights, desktops, servers, internal applications to upgrade and enhance the services provider throughout the infrastructure
Projects:
- Stakeholder management to different peer ICT Managers and teams
- Communicate the business value, drivers, risks and return on investment of proposed initiatives, gain ICT Leadership sponsorship and prepare supporting project plans
- Partner closely with different ICT Management to explore requirements to recommend the most suitable IT infrastructure solution including outsourced/cloud options
- Lead the evaluation of all infrastructure solutions
- Estimate the resources and participants needed to achieve project deliverables
- Ensure appropriate escalation through governance structure and subsequent resolution for unforeseen demand that could majorly impact agreed upon implementation plan (ongoing/upcoming projects)
- Manage projects to agreed scope, quality, budget, and schedule
Job Requirements
Functional:
- Overall total Experience from 12 to 15 Years
- Graduate of Computers/Electronics Engineering or Computer Science
- Certification in Infrastructure Technologies is a plus but not a must
- Proven success building infrastructure strategies to enable business growth and continuous improvement
- In depth ITIL Knowledge
- At least 5 years’ experience of managing a similarly sized team
- 5 years of appropriate experience supporting IT infrastructure and service delivery, preferably with a large size organization in the field of Textile/Manufacturing
- Excellent understanding of different servers’ technologies & desktop hardware/ operating systems, networks, firewalls and load balancers, telecoms, etc.
- A probing and analytical approach with the ability to pre-empt potential problems and identify inefficiencies
- A very strong customer orientated approach with an outstanding delivery record
- Project Management (PMI) or ITIL Certification is an asset
- Ability to prioritize and allocate resource/effort appropriately
- Experience in defining and measuring SLAs/KPIs and measuring IT effectiveness
- Experience of working/managing 3rd party technology service providers
- Proactive team player
Technical:
- In depth knowledge of Microsoft Windows Server
- In depth knowledge of Active Directory (Design, Security and Administration)
- In depth knowledge of Messaging (MS Exchange, Archiving, Unified Communications)
- In depth knowledge of Networking technologies and concepts. Good understanding of VMWare Technologies
- Very Good understanding of IT security and Data protection
- Good understanding of Cloud and mobile technology
- Exposure to MS SharePoint
Other:
- Strong interpersonal skills, able to communicate across a broad spectrum of users
- Highly developed stakeholder management skills including effective communication and facilitation across a variety of stakeholder groups, both technical and non-technical
- Excellent oral, written and presentation communication skills
- A successful track record in IT operations
- Ability to manage through organizational change.
