Job Summary / Purpose

• Will be responsible for the day-to-day technical operations and maintenance of a diverse portfolio of complex software applications. The technical lead will work with the manufacturing and business operations to maintain highly available systems, implement process automation, optimize Operations team efficiency, implement best practices, and provide technical guidance to team members and staff.

Organizational Relationships:

Reports to whom

• Head, IT and Projects

RESPONSIBILITIES:

• Oversee the IT Support and Operations of the whole organization.
• Provide technical leadership to the IT Operations team that provides system operations, change management, configuration management, user support, IT security, database administration, and training. This team includes applications, systems, and user support engineers who maintain the high availability of a portfolio of browser-based, thick-client, and mobile software applications.
• Coordinate team efforts to resolve service interruptions and other operational issues
• Lead troubleshooting, recovery, and root cause analysis efforts. Coordinate with application leads for advanced troubleshooting support.
• Communicate service interruptions and change activity to stakeholders including internal and client management, data center personnel, and other affected teams
• Proactively identify and coordinate change activity involving Operations, software development, and external stakeholder teams
• Develop and refine standard operating procedures for application support and maintenance
• Provide oversight to the Help Desk Lead and support team to resolve user support issues
• Collect and report operational metrics including service level agreement compliance
• Coordinate with application leads to deliver maintenance software releases
• Collaborate with the IT Security Lead to monitor for security compliance in accordance with industry standards
• Maintain a hardware and software license inventory
• Identify and present best practice recommendations to improve Operations, including automation.
• Conduct physical verification of IT assets in conjunction with system administrator and maintain a register of all assets.
• Ensure the network diagram is reviewed as at when due with the System administrator
• Conduct a configuration review of all the Active Devices with the System administrator
• Ensure review of critical patch updates for vulnerability before updating the patch on all critical systems is done.

Academic Qualification **

• BSc/HND Computer Science or Engineering course

Experience:

• 3 to 4 years working experience in a similar role.

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